Contact Centre Senior Operations Manager




Development and Integration





Contract Type:


Closing Date:


As our Contact Centre Senior Operations Manager, you will shape the future direction of our contact centre and complaints teams. With full accountability for improving performance against both qualitative and quantitative metrics, you will take the lead on embedding a coaching culture at all levels and help us deliver a best-in-class offering. That means ensuring people from all disciplines are engaged with their work and developed to achieve their full potential. You will also forecast demand and plan optimal use of resources to ensure we meet agreed service levels. This will include the increased digitisation of services -- deploying technology to manage services such as webchats, SMS and call routing.

Experience required

Experience of managing staff and complex situations, using clear judgement to advise others to do the same
A detailed understanding of the strategic and corporate issues affecting and influencing the authority  A good knowledge of organisational dynamics and resource and an ability to maximise organisational potential.

A proven ability to research, problem solve, self-manage in relation to time and priority and produce written reports
Ability to adapt to changing needs within the challenges of transformation, thinking laterally presenting innovative and feasible solutions.
Ability to analyse problems, situations and information, think laterally and present innovative and feasible solutions. Ability to make decisions autonomously.
Ability to attend to details, quality minded with a flexible and positive approach to tasks
Ability to build and maintain effective teams
Ability to build and manage effective relationships with stakeholders
Ability to contribute and influence key service delivery issues through exchange, in writing, of wide ranging information and submission of complex reports.
Ability to coordinate groups and support people working together
Ability to deliver customer focus and improvement throughout the organisation.
Ability to establish working relationships with a range of people in all services of the Council and elected members.
Ability to manage effective budgets/resources and enforce proper financial controls, showing sound business judgement
Ability to motivate, support and supervise staff
Ability to participate and lead from the front in building and maintaining effective team functioning Ability to work at a senior level and form good working relationships at all levels elected members and partners.                                                                                                                                                      Ability to work with team members to build the strength of the service