Customer Management Centre Operations Leader
A fantastic new opportunity has arisen for an experienced Operations Leader to join the Argos Customer Management Centre based out of our site in Stafford.
Operations Leader – the role
Reporting into the Head of Operations, and leading a team of Team Leaders and Customer Agents you lead and develop the customer management centre service to our customers. You aim will be to develop and manage the service standards that underpin the customer journey.
You will be responsible for driving a continuous improvement culture within the customer management centre operations to deliver an improved customer experience, enabling colleagues to be effective by offering the best resolution, and driving cost savings through alternative resolutions.
Other aspects of the role include;
You will be accountable for the service delivered by customer management centre (CMC) teams, ensuring service levels (including quality and productivity) are met and Sainsbury’s Argos policies and processes are set and adhered to.
You will own the customer management centre business processes (including 3rd parties), regularly reviewing and enforcing adherence to them.
You will work with the business area to identify and develop solutions that are customer focussed, effective and enable cost savings through alternative resolutions. You will ensure that actions are identified within the CMC to support the recovery and communicated to key stakeholders.
You will analyse and interpret information from a variety of sources including customer insight and colleague feedback - reviewing complaints and identifying improvement opportunities.
You will provide inspirational leadership and motivation in support of making it easy for customers and colleagues.
You will always drive a continuous improvement culture within CMC operations.
You will seek out and drive operational improvements to take cost out whilst maintaining excellent customer service, within both the internal and 3rd party service providers.
You will own the appropriate business relationships to ensure CMC operations are set up to support these initiatives and provide feedback and insight from them, providing regular reporting to these areas.
You will act as key interface between operations and support functions (including sign off point for Resource plans). Input to and manage budget for area.
You will develop a high performing and motivated team through leadership and development of team members, set and create stretching objectives.
Operations Leader – about you;
You will be an experienced Customer Management Centre (Contact Centre) professional who has experience in a similar role. You will have a strategic mindset and the ability to create a clear vision of the future. You will have proven ability to influence senior colleagues and key stakeholders to deliver performance and standards and can work in a fast paced and ever changing environment. You will be an excellent communicator, and able to utilise the many channels available to engage and inspire others to deliver.
Operations Leader - the benefit
You will receive a competitive salary together with usual company benefits which will includes holiday; car benefit; share save scheme; discretionary annual bonus; health benefit; discounts across Argos, Habitat and Sainsbury’s and a generous company pension scheme.
In addition, we can offer you the opportunity to work with an exciting and professional team and as long you are willing we will invest in your potential and develop your skills for a career that fits with your own aspirations.
Argos is synonymous with the British high street with over 850 stores in the UK and Ireland. It is now also a leading multi-channel retailer with over 900million website visits last year and now over 6 million app downloads and generates in excess £2billion in sales through its online channels alone. Recently Argos joined with the J Sainsbury’s group meaning that there are many exciting times ahead and the career develop opportunities that we can offer are unparalleled.