Contact Centre Operations Manager
- Hiring Organisation
- Rated Traders Ltd
- Location
- North London, London, United Kingdom
- Employment Type
- Contract
- Contract Rate
- £287 per day
andreportperformancemetrics,includingservicelevels,resolutionrates,customersatisfaction,anddemandtrends,andpresentinsightstoseniorstakeholderstoinformdecision-making.Ensurecompliancetoservicelevelagreements(SLAs)acrossservices,takingresponsibilityforthecontinuousreviewandmonitoringofperformanceagainstthesestandards. CollaboratewiththeContactCentreTeamManagerandHubManagertoplanresources,alignstaffingtoservicedemand,andensureoperationalresilience,includingduringabsencesorservicepressures. Driveprocessimprovementsandinnovationbyidentifyingrecurringserviceissuesandimplementingeffectivesolutionsthatenhanceresolutiontimes,reducefailuredemand,andimproveresidentsatisfaction. Leadqualityassuranceandcomplianceinitiatives,ensuringadherencetopolicies,safeguardingprotocols,anddataprotectionlegislationacrossbothcontactcentreandhousingrepairfunctions. Leadorcontributetoserviceimprovementandtransformationprojects,ensuringeffectiveplanning,delivery,stakeholderengagement,andalignmentwithorganisationalgoals. Supportthedeliveryofchangeprogrammes,suchasserviceredesigns,systemupgrades,ornewpolicyimplementations,ensuringoperationalalignmentandclearcommunicationtostaffandresidents. Promotedigitalservicesadoption,encouragingchannelshiftandsupportingserviceusersinaccessingself-serviceoptions,particularlythosewithbarrierstodigitalengagement. RepresenttheContactCentreincross-Councilandexternalforums,includingcontributingtostrategicplanning,budgetdiscussions,andthedevelopmentofcustomeraccessstrategies. Createapositive,inclusive,andsafeworkingenvironmentwherestafffeelsupported,developmentneedsareaddressed,anddiversityandwellbeingareembeddedindailyoperations. Anyadditionaldutiesconsistentwiththegradeandlevelofresponsibilityofthisposition,forwhichtheholderpossessestherequiredexperienceand/ortraining. Knowledge ...