Optegra has an exciting new job opportunity for an experienced Call Centre Manager to join our amazing team in Manchester. This is a great opportunity to join a growing and developing business and benefit from our fantastic fully funded training programs.

REQUIREMENTS

• Strong experience as an operational leader in a commercial and customer focussed, fast paced environment
• Consistent delivery of outstanding results through development of your team
• An ability to deliver strategic change and implement new ways of working
• Clear experience of initiating and delivering projects and process re-engineering to create efficiency, effectiveness, and support performance through the delivery of enabling technology
  If this sounds like you, please get in touch with us by applying for the role.
  You’ll see and feel the Optegra difference when you walk through the door – and you’ll have every opportunity to really make a difference. Take a look at our history and vision by clicking the following link: https://www.optegra.com/optegra-story/
  Optegra is proud to be an inclusive business where you can enjoy the career you want, without changing the person you are. We’re welcoming to all, working together as a supportive team, respecting the uniqueness of every individual we work with.
  Closing date: Please get your application to us as soon as possible. We may close this vacancy once we have received sufficient applications

THE ROLE

Lead an operation team of circa 23 FTE to deliver an exceptional performance on key administrative duties as well as dealing with a high volume of inbound outbound phone enquiries . Meet and exceed operational KPIs and implement a range of process and technology improvements to increase efficiency and effectiveness.

KEY RESPONSIBILITIES:

• Reviewing daily/weekly/monthly performance to maintain objectives whilst highlighting trends and risks
• Implementing speedy actions to operational challenges
• Coaching all staff to improve performance and proactively manage under performance through HR guidelines
• Managing recruitment, induction and ongoing development for the team ensuring resource is matched to demand and capability is consistent within the team
• Leading a positive team culture in line with company values
• Handling all initial escalated complaints and responding to lessons learned
• Working with colleagues in the business to provide a smooth customer pathway
• Acting as a role model to the team, showing resilience and creativity in overcoming business challenges