Operations Manager
1 week ago
We are looking for a strong Contact Centre Operations Manager to join the team at our site in Kingston upon Thames.
At Foundever, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential. We focus on you and, with your drive, look to create your best moments.
What you’ll be doing.
The focus of this job is on achieving results which are aligned with the larger picture of the organisation and its strategic goals.
The operations manager plans, coordinates and directs service delivery for one or more clients.
They ensure that Client and end customer satisfaction level, as well as profitability goals are achieved and maintained.
The job requires getting things done quickly and handling a variety of activities. Self-assurance, and the confidence to purposely drive toward results while constantly problem-solving and engaging commitment of others is essential.
About you.
It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engaging and motivating your Team Managers.
It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment.
You will be a self-assured competent manager with experience in driving KPI performance, client management, understanding financial budgets, forecasts, pricing models and bill to pay. You will be able to establish robust working relationships with both internal and external stakeholders.
Key Responsibilities:
- Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site.
- Line management responsibility for coaches/team managers who are responsible for managing day to day operations of a team of agents/advisors handling customer questions and issues.
- Undertake formal monthly performance reviews and one to one meetings with direct reports against KPIs and behaviours. This includes regular observations.
- Action commercial decisions affecting P&L
- Create budgets/forecasts and tracks financial performance against plan.
- Responsible for the accurate tracking of costs related to, or billable to, the client
- An understanding in which operational levers to pull in order to positively impact financial and operational performance.
- Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
- Management of any client escalations relating to Operation performance.
- Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded. Managing client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
- Prepare, analyse and present data to the client as part of monthly, quarterly and annual business reviews.
Your Profile & Experience.
- Leadership: Strong leadership skills with ability to manage multiple teams and large groups of people.
- Expertise: Minimum of 2 years’ experience in a Contact Centre Operations Manager role.
- Communication skills: Excellent Interpersonal/communication skills, communicating at all levels.
- Financial: Create budgets/forecasts and tracks financial performance against plan.
- Ability: Good numeric and verbal reasoning skills.
- Critical thinking: Effective problem-solving skills.
- Employee performance: Performance Management skills.
- Knowledge: Demonstrated knowledge of industry & general business management.
- Background: A clear criminal background check.
If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.
[ever] creative. [ever] committed. [ever] connected.
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