Contact Centre Operations Manager - Asda

Contact Centre Operations Manager - Asda

Location: Leeds , West Yorkshire Salary: Competitive base plus excellent benefits package Date posted: 02/06/2012 16:03 Job type:Permanent Company: ASDA STORES LTD Contact: Asda House People Team Ref: Totaljobs/84195BR Job ID: 53731985

The Operations Manager is accountable for providing the motivational leadership to the Home Office Contact Centre Team Managers, as well as leading operational delivery of customer, colleague and operational KPIs. You will work with the Senior Operations Manager and Head of Contact Centre Operations to define the skills required to deliver customer expectations (in line with the Top 50 UK Contact Centres principles), ensuring the development of colleague capability (through the Asda Customer Service Academy).In addition, you will ensure that all available resources are used effectively to enable operational excellence and performance against business and operational objectives.

The ins and outs

Provide inspirational leadership and direction to our colleagues, ensuring that teams are motivated and aware of and focused on the key levers that drive a world class customer experience.

Accountable for the overall delivery of operational performance (c. 0.5m+ contacts a year) across Asdas Home Office Contact Centre, specifically service level delivery (PCA, PCA20 & H2H).

Manage the performance of a team of Team Managers through performance objectives/KRAs, day-to-day leadership and management, tailored coaching and support, regular 1:1 meetings and both mid-year and annual appraisals.

Work with Team Managers to ensure the proactive management of colleague sickness, attrition and overall performance within defined targets, and in line with all Asda Business and Colleague policy guidelines.

Review results from Asdas annual colleague engagement survey, gathering colleague feedback and insight, and ensuring action plans are put in place to deliver continuous improvement and colleague engagement throughout the year.

Positively impact Contact Avoidance and Contact Handling Efficiency this will involve handling customer escalations and ensuring those complaints are resolved to the customers satisfaction, with clear focus on the root cause/contact drivers and suggestions for ongoing changes and improvements.

Review and analyse customer satisfaction measures (Top 50 / UK CSI) results and engage your teams in creating and implementing action plans to drive forward results.

Identify and manage and operational issues and review systems and processes to identify opportunities to improve performance; Engage with the Senior Operations Manager and other support colleagues as appropriate to deliver the changes identified.

Work with the Senior Operations Manager to recruit and induct new Team Managers as and when required.

Responsible for driving your own personal development; keeping your own product and operational knowledge up to date, and seeking training, coaching and support to continually improve your own personal performance and effectiveness.

Direct remit includes c. 100 FTE.

Ability to cover for Senior Operations Manager as and when required.

What youll need:

Experience of operational Contact Centre management.

Ability to personally handle, lead and engage people through change journeys.

Sound knowledge of Contact Centre dynamics, key levers and barriers to world class service delivery and a track record in balancing customer needs and colleague demands within a challenging and highly-pressured contact centre environment.

Strong leadership, coaching and people management capabilities, including experience of dealing with difficult/sensitive issues.

Proven experience of colleague development and embedding a highly capable management team which focuses on colleague performance and development, and operational KPIs, whilst delivering a truly excellent customer experience.

Able to work at a functional operational management level, and a team player who works openly and collaboratively sharing knowledge, best practise and resources.