£42000 - £47000 per annum
4 months ago
Job Role: Contact Centre Operations Manager (Home Insurance)
Salary: £42,000 - £47,000
Hours: 40 Hours
A home is so much more than just bricks and mortar, it's where you and your family live and create memories. That's why our client makes sure that their customers receive the best policy to safeguard their precious home and belongings.
Our client is significantly expanding their home insurance sales operation in their Newport based Contact Centre. As such they are now offering a fantastic opportunity to become part of a team that is passionate about doing the right thing for their customers and creating a high performing business. They have ambitious growth plans, so prospects for career progression are excellent, and your contribution will be fully acknowledged and rewarded.
Overall responsibility for management of all acquisitions on behalf of various clients through the Inbound & Outbound Sales Contact Centre Team. This includes achievement of business sales, revenue and customer targets, compliantly and within agreed budget. Responsible for leading a team of up to 100FTE to achieve operational performance.
Role is responsible for:
Leading the Team Leaders to achieve above business & financial targets set for the Contact Centre.
Identify opportunities to increase performance and reduce cost to meet year end plans.
Working with Training, Data Analysts, Forecasting & Planning and Process Teams to ensure any new initiative or process is delivered successfully and on time into the Contact Centre.
Ensure that all Contact Teams sell compliantly, taking appropriate action if any teams are non-compliant
Ensuring that all performance tools such as reward schemes, performance management processes continue to be fit for purpose and support the delivery of business & financial plans
Working with HR to ensure all teams are managing their people within policy guidelines and procedures
Making sure the Outbound channel is dialling to best practise and utilising all leads available to maximise revenue.
Support the creation of annual Contact centre cost budget
OCCASSIONAL TRAVEL TO THE SWINDON OFFICE REQUIRED
Undertaking sales in a regulated environment
Call Centres - through both Inbound and Outbound
Knowledge of managing a home insurance outbound team is essential
Management experience at a senior level
Delivering HR policies and Procedures
Strong leadership skills
Excellent interpersonal skills at all levels
Ability to be both tactical & strategic
Graduate or equivalent
Experience of working with home insurances is essential