Customer Operations Manager (Contact Centre)

✋ Role PurposeYou will have a unique opportunity to lead a small Customer Operations team through the implementation of the future service model. The future service model includes new service channels, enhanced Contact Centre disciplines, service automation, new tools, and ways of working, customer experience focus and providing an excellent employee experience.🧐 Role SpecificsLeadership - Deliver empathic and inclusive leadership to a team of customer support representatives and advocate/participate cross-functionally to achieve strategic outcomes. Provide ongoing coaching, support and feedback to team members to enrich their skills and career goalsWays of Working - Establish and enhance team rhythms, rituals and protocols in line with Contact Centre best practise to ensure a strong performance culture.Service Delivery - Forecast, Schedule, Monitor and adjust resource allocation to ensure service metrics are continually achieved. Regularly review effectiveness of the service metrics in delivering to strategy.Process Development - Ensure all automated flows, team tasks and processes are fully documented and understood by team members. Develop, implement, and refine customer service processes to enhance efficiency and effectiveness.Adoption - continually assess both employee and customer adoption of new channels, services and processes, celebrating success and recommend/implement improvements.Customer Experience - monitor and assess customer feedback, trends, incidents of bugs/pain points for customers and ensure they are fed through the business for product, systems or process improvements.Training & Development - provide ongoing training and development opportunities to enhance team members' skills and knowledge. Foster a culture of continuous learning and improvement within the customer service team.Communication &Collaboration - collaborate with product development, marketing, and sales teams to relay customer feedback and insights. Act as a liaison between customers and internal teams to facilitate resolution of issues and implementation of solutions.✍️ Skills & ExperienceSignificant experience in multi/omni channel customer service delivery environments,Strong experience in implementation, adoption and optimisation of new service channelsTeam leadership experience, with demonstrated experience in leading people through change and business growth,Strong knowledge of best practise management (including workforce management, quality management, knowledge management), measurements and metrics for Contact Centres,. COPC certification is highly regarded. Proficiency in customer service software and CRM systems.Strong analytical skills enabling the interpretation of data and reports to provide actionable insights across the business. Skilled in communicating these insights effectively to the team.Proven ability in hands-on coaching at both individual and team levels, whether in-person or remotely, to drive achievement of goals.Excellent communication skills across various organisational levelsExposure to and confidence in executing change management activities.Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.