If you have experience in delivering operational and commercial performance metrics across the business and successfully run the management of Team Managers -delivering revenue, gross margin and reached while driving and developing an effective culture than this role is for youEssential Requirements:Minimum 12 months of management experience within retail customer service environment across multiple channels of work (email, live, chat, calls)Contact centre operational management and strategic planning experienceEffective leadership through team building , development and a strong coaching cultureHighly focussed and drivenGreat ability to coach the coachKPI management and proven track record of achievementAbility to create dynamic and highly performing teamsCommercial awareness and financial managementThorough understanding of resource optimisation and deliveryExcellent client relationship managementExperience within an operations role and managing varying team sizesKey responsibilities for this role:Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targetsManage the day-to-day client relationship at operational levels ensuring high levels of Client SatisfactionLead, develop, motivate and coach Team Managers enabling them to lead and manage their Advisors to deliver a superior level of service.Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environmentAnalyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirementsCreate and maintain a strong performance driven working environmentCommunicate effectively with your team to create and maintain a motivated and challenged workforceWork with Client Engagement teams to prepare and present monthly and quarterly client business reviews and client reportsCompile commission reports