Contact Centre Operations Manager

BBS Recruitment is an independent recruitment agency specialising in the Transport and Logistics sector, supplying staff to a wide range of clients across London, Hertfordshire, and surrounding areas. We also recruit for Social Care and Public Sector roles. We are currently recruiting on behalf of our client, Islington Council, for an experienced and motivated Contact Centre Operations Manager to oversee the day-to-day operations of the Council s main Contact Centre. This is an excellent opportunity for an experienced Contact Centre or Customer Service Operations Manager with strong leadership, performance management and service improvement experience to play a key role in delivering high-quality services to Islington residents. Key Responsibilities for the Contact Centre Operations Manager : Lead the day-to-day operations of the Contact Centre, ensuring efficient service delivery across telephone and digital channels. Manage and motivate high-performing Contact Centre teams, providing coaching, support and performance management. Ensure teams are equipped to deal effectively with routine and complex customer enquiries. Oversee customer enquiries relating to areas such as housing repairs, including diagnosing repairs, raising orders and coordinating appointments. Monitor key performance indicators including service levels, resolution rates, customer satisfaction, demand and response times. Ensure performance against agreed SLAs is consistently monitored and managed. Analyse ..... full job details .....