Customer Operations Manager
Customer Operations Manager
West London - Temporarily Remote
Challenges make you smile and become more determined.
Does this sound like you? See if you are a match for our new Customer Operations Manager position:
You are an experienced senior contact centre manager, who gets a buzz out of driving performance within operations teams, confirming bookings and smashing SLAs across margin movement, cancellation rate, quality and productivity.
You are adept at organising high-pressure workflows, identifying issues and working with your team and external stakeholders to improve productivity and performance - across multiple departments and sites.
You have built your sales experience through agent and manager level, so used to working to performance-based targets and metrics. You also take ownership of complex cases and escalations, providing resolutions and mitigating losses.
A strong communicator at all levels, you are comfortable liaising with senior management teams within Customer Experience and the wider business, highlighting and managing challenges and resolutions.
You have an innate ability for designing & delivering training that supports supplier onboarding; ensuring strong relationships are established right from the start, building rapport between colleagues and suppliers.
You have experience working with and managing outsourcers as part of one team, taking ownership for their delivery and performance.
As a natural coach, you enjoy supporting your team's development and training, plus recruitment, supporting new hire onboarding and the ongoing development of your team. You also own all aspects of any performance challenges with them, including capability and disciplinary processes as required.
If you want to help shape and define system development to improve performance and drive automation for this newly rebranded team, using key insights to use data to drive decisions, then this is the perfect role for you.
Candidates with a travel industry background (including experience working with GDS platforms like Amadeus) are preferred.
If you have read this advertisement and feel you tick the boxes, hit "apply" to quickly share your details with us.
At loveholidays we have a real interest in developing our people and will provide you with a pathway to grow and reach the next level in our business.
We promise to respond quickly to all applications.
You may have experience of the following: Customer Operations Manager, Operations Managers, Customer Service Manager, Service Manager, Customer Support Manager, Sales Manager, Retail Manager, Store Manager, Branch Manager, Area Manager, etc.
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