Operations Manager - Contact Centre

We have an exciting opportunity to join our Masimo Consumer client campaign as Operations Manager leading a team of multi-lingual team of brand ambassadors. If you have previous operational and client management experience; and a working knowledge of contact centre and digital channels, we love to hear from you!

As an Operations Manager you will be responsible for coordinating and overseeing the operations of the campaign by implementing the right processes and practices. This will include formulating strategy, maximizing team performance, procuring material and resources and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels. You will support your manager in managing the relationship with the client. You will coordinate with other departments to ensure all aspects of the project are compatible and will hire new talents as needed to fulfil client needs and service levels.

Main responsibilities:

• Manage the team based on client performance expectations.
• Ensure that development of team members is paramount, through - appropriate use of performance reviews, monthly 121s and appraisals.
• Recommend changes for organizational and process improvement.
• Define precisely team methods and best practices to run operations.
• Allocate resources daily and weekly to adjust team focus on goals attainment.
• Monitor reports for any issues and convey concerns to the Client -Delivery Manager. Support and work in collaboration with the Client Delivery Manager in order to ensure business development opportunities.
• Support company and team vision and values through role modelling and coach desired behaviours to deliver exceptional customer service and target achievement.
• To ensure that the team is engaged and motivated and performing according to their objectives while increasing retention.

CPM International are an award-winning contact centre with a global footprint.

We deliver inspired customer experience solutions to our clients, offering a global network of agency expertise.

We are a diverse, global company that offers our employees superb opportunities to move across the business and around the globe. We have offices across the world including Spain, Ireland, and Malaysia.

CPM International are industry leaders with a proven track record and a wealth of experience.

We collaborate with some of the world's most dynamic brands helping to deliver first-class customer-focused solutions. Our clients include – Dyson, New Balance, Harley Davidson, Lee Wrangler and Colgate. We have 27,500 employees worldwide.

Our mission is to remain at the leading edge of innovation in this ever-changing industry. We’re always ready to diversify into new markets and capitalise on developing technologies.

Contact person: Matthew Shipman
E-mail: send CV