Senior Operations Manager - Contact Centre Bolton, England
Job description
About The Role
Making customers happy is at the heart of everything we do. It’s such a big deal at AO that even our logo is smiling! As our Senior Contact Centre Operations Manager, you’ll lead the Customer Service operation to make sure we deliver an amazing customer experience, each and every time. We’ll look to you to drive a high level of performance whilst growing and developing the department.
We’ve got an operation that spans inbound, outbound and offline - and it’ll be up to you to motivate the team to make sure we stay on track. There’s over 120 people in our contact centre, and you’ll directly manage three Contact Centre Managers. Working alongside our Senior Leadership Team in the Contact Centre, you’ll also deliver key projects such as training, forecasting, recruitment and developing our culture. It’s a big job, but one that comes with huge rewards.
Here's What You Can Expect To Be Doing
- Lead and motivate the team to achieve our objectives across the department and wider operation
- Be our subject matter expert for the AO Retail Customer Experience department
- Create a coaching environment to promote operational excellence
- Analyse results and report back to key stakeholders and other senior managers
- Inspire the wider team and consistently communicate our business and operational mission, vision and values
- Build and maintain a strong leadership team
- Work collaboratively working with the resource planning, recruitment, employer relations, and learning and development teams to plan, coordinate and implement processes
A Few Things About You
- Previous experience managing a customer experience department, leading and developing multiple high performing teams
- A highly motivated attitude to targets and driving performance
- The ability to inspire and motivate a large team that has varying seniority and experience
- Experience coaching and developing individuals through different training methods
- Confidence to lead and manage change
- Knowledge on how to increase profitability through strategic changes
A Bit About Us
We may have started small, but we’ve always had very big ideas. We launched in 2000 and we just haven’t stopped; a years’ worth of achievements always seems more like three at AO.
Our customers and now our biggest advocates, and we’ve made millions of them happy. We’ve even launched in new territories throughout Europe. Sometimes we have to pinch ourselves.
But, we’re determined to be the best electrical retailer in Europe, and for that, you need to be driven. We need to be bold enough to try new things, and smart enough to see them through. We need to care about people, and we always like to have a little fun as we do it.
Our Benefits
As an AO employee you can take full advantage of our benefits package. As well as fundamental benefits, like pensions and holidays, we have designed our "AO Perks" to help you out financially, make your work life a little easier or make your home life a lot more fun.
