Service Operations Manager
| Posting date: | 07 May 2025 |
|---|---|
| Salary: | £34,233 per year |
| Hours: | Full time |
| Closing date: | 21 May 2025 |
| Location: | Newcastle-upon-Tyne |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 403997/1 |
Summary
Do you thrive in a constantly evolving environment?
Can you adapt your communication style to suit a varied audience?
If so, we’d love to hear from you!
As a Service Operations Manager you will lead the Service Operation team, across multiple locations to delivery robust forecasting, scheduling, reporting and effective delivery of all customer contact to front line agents.
You will have input into all aspects of short, medium & long term planning to support achieving multiple service targets across the contact centre network. As the operational lead, you will be responsible for the implementation, integration and on-going management of the telephony platform for two geographically dispersed Customer Service Centres (CSC). Additionally, you will provide real time management of all customer interactions across the virtual contact centres.
Responsibilities include but are not limited to:
- Operational lead on the implementation & management of the new telephony platform in both centres
- Responsible for ensuring that the new technology and functionality provides the enablers for the CSC Management team to deliver benefits
- Operational lead for all aspects of inbound, outbound & back office capacity & planning in each centre for new & existing work streams
- Key role in planning and tracking resource & workload associated with new work and projects
- Provide MI, analysis and recommendations to the CSC management team for them to make informed decisions on the performance of the CSC
For more information about the role and responsibilities please see the attached Candidate Pack.
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