Service Desk Operations Manager

Role: Service Desk Operations Manager
Location: Wythenshawe (office based)
Term: Full Time, Permanent
Contract: 40 hours per week Mon-Sun rotating shifts Hours: 8am-4pm/10am-6pm/12pm-8pm (rotating weekly shifts), 1 in 4 weekends
Salary: 44,000 DOE + benefits

CCA Recruitment are excited to be recruiting for a Service Desk Operations Manager to join a client based in Wythenshawe M22.

The ideal candidate will be someone who can inspire and motivate a team of contact centre professionals supporting ambition and building on motivation. The ability to identify training needs to improve performance and most importantly to have a solid understanding of contact centre methodologies which you can draw on to coach and develop your team.

This will be a role that delivers growth through improved skills and behaviours of the team.

Role duties of the Service Desk Operations Manager

• Build and deliver success plans for the team
• Evaluate performance throughout the shift and current period to identify improvements and develop/deliver plans to achieve all objectives and KPI's
• Continually assess the skill levels of the team, implementing remedial plans to enable success
• Support personal development planning
• Inspire teams with creative engagement and effective use of leadership tools to influence performance and create a high energy and motivated work environment
• Individual coaching sessions for excellence
• Identify and address barriers to success with individuals and the collective team
• Collate and track analysis of effectiveness, customer experience and skill levels. Present back tracking to plan, further initiatives to achieve.
• Contribute to operational action plans and initiatives including process and system improvements
• Articulate in providing reporting and analysis of the teams performance
• Effective management of competencies for both self and the team
• Deliver a fantastic customer experience through all interactions from self and the team

Experience required for this Service Desk Operations Manager

• Evidence leading a contact centre team to success
• Experience of delivering against against metrics
• Experience of positively influencing growth and improvement with individuals
• Experience of different sales and coaching methodology
• Attention to detail
• Proven track record of analytical and reporting skills
• Excellent time and task management

Please follow the link to apply for this Service Desk Operations Manager role based in Wythenshawe.

Disclaimer

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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