Contact Centre Operations Manager - Customer Solutions Centre

£40,000 per annum
13 Apr 2018
21 Apr 2018
Contract Type
Full Time

Job Description

RAC is a Private Equity owned, highly diverse and extremely commercial organisation and we have been coming to the rescue of our members for over 120 years; with an unrivalled reputation for innovation & customer service and serving over eight million members.

Our colleagues work at pace, we work in a challenging but rewarding environment and have a culture that allows individuals the chance to have autonomy, high visibility and to become involved in a wide array of projects.

If you want your next role to provide you an opportunity to take broad accountability and where you will be expected to help drive agendas this could be your next move.

Currently we are looking for an Operations Manager to manage our Customer Solutions Contact Centre to lead and motivate a team of Managers and circa 100 FTE to provide customer service through efficient deployment of RAC Resources and third party Contractors.

You will lead, direct and motivate a Performance Management team to deliver the daily, weekly and monthly Operational performance KPIs for Roadside Regions, the National Recovery Operation and the Fuel and Tyre business.

Role purpose

-Performance Delivery of Operational Roadside KPIs
-Drive and deliver continuous improvements in Service Delivery processes and performance
-Improve the effectiveness and performance of colleagues driving increases in productivity, quality of interactions and removal of conflicting behaviours
-Identify and set new standards of Service Delivery at roadside
-Implementation of revised Customer Management approach for Customer Support Teams
-Develop, upskill existing colleagues to continually improve deployment and customer decision making
-Lead, develop and motivate teams to deliver on performance targets
-Build strong alliances with Service-Delivery management team to ensure delivery of KPI`s
-Lead and implement changes to improve overall Roadside service delivery
-Work with and manage internal/ external suppliers so that projects are delivered on time with the expected benefits
-Be the `Expert` in key areas of line management including performance management, attendance and disciplinary processes, Health and Safety, deployment

Skills, Knowledge and qualifications

-Excellent proven track record of managing large teams in a service environment
-Proven experience of managing large contact centre operations
-Proven track record of driving customer service
-Priority will be given to individuals possessing proven deployment experience
-Ability to problem solve and develop strong relationships
-High level of commercial awareness
-Excellent attention to detail and accuracy in all work
-Planning, organising and prioritisation skills
-Ability to use data and insight to deliver performance step changes