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Form of work
SalaryWe are currently working with a leading UK managed services provider to recruit an Operations Manager for a contact centre in the Rotherham area.
The role will be hybrid based, with 1-2 days on site and the rest remote/home based
The role is to be accountable for the overall management of a contracted service line to achieve operational, quality and commercial targets and SLAs and to lead, inspire and motivate direct and indirect reports to ensure high employee engagement, ensuring the Contact Centre is a great place to work.
Candidate requirements:
- Strong Call Centre Management experience.
- Experience of managing large, multi-skilled and multi-channel outsourced call Centre Operations.
- Ability to build and maintain strong client relationships and influence key stakeholders
- Excellent leadership, people management, communication and influencing skills.
- Ability to translate business strategy into day to day delivery.
- Setting and reviewing quality improvement targets.
- Setting and reviewing organisational and productivity targets in line with the commercial contract.
- Responsible for ensuring the Business Continuity Plan is up to date and the invocation process is understood.
- Numerate – able to analyse MI and data to identify trends and opportunity.
