The role of the Operations Manager is to provide highly effective leadership to support and manage Team Leaders to drive, monitor and maintain performance across the claims contact centre operation. Actively mentor your team members, improve quality of service and implement best practice within the department to meet/exceed.

What you will be doing:

• Take operational responsibility for the day to day operational performance of the function.
• Manage and develop existing leaders using competency frameworks, providing coaching, 121’s, team meetings and feedback methodologies.
• Ownership of the claims FNOL customer journey & experience.
• Oversee and analyse relevant MI weekly, monthly, quarterly, and annual team performance metrics.
• Liaise with the resourcing planning and in house recruitment team to ensure that capacity models are accurate and optimized to meet customer demand.
• Carry out analysis and insight into contact centre failure demand volumes and frequencies to support data driven recommendations.
• Ensure CSat & NPS ratings are monitored and managed to ensure a highly positive CX is delivering during all customer touchpoints.
• Work closely with training teams to identify areas for improvement and skill gaps across the operation.
• Improve the operational systems and business processes through analysis, insight and collaboration.
• Positively influence the engagement and morale of colleagues and actively promote a collaborative and positive culture.
• Ensure all operations are carried out in an appropriate, cost-effective and customer focused way.
• Contributing significantly to both the long- and short-term business strategies of the company.
• Ensure all operations are carried out in an appropriate, cost-effective way.
• Improve operational management systems, processes, and best practices.
• Manage project issues and ensure project tasks are completed within the time frame.

What we’re looking for:

• Experience in leading Contact Centre Operations
• Excellent understanding of Contact Centre Performance & Management
• Clear vision of excellent UX & CX journeys and outputs
• Ability to analyse MI to make data driven decision on performance improvement
• Strong leadership & people development skills

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Desirable Requirements:

• Knowledge of motor claims processes
• Strong communication & presentation skills
• Experience of contact centre omni channel platforms
• Knowledge of resource planning and capacity modelling

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