Operations Manager
2 weeks ago
Operations ManagerAs the Operations Manager, you will hold a critical role in the call centre, overseeing complaints. Your responsibilities will span various areas: developing operational policies, analysing performance data, managing the complaints and improving processes.Location ?? North Staffordshire/South CheshireResponsibilities:
- ?? Collaborate with stakeholders and clients to enhance organisational processes, focusing on quality, productivity, and efficiency.
- ?? Ensure compliance with FCA and TCF regulations.
- ?? Lead and motivate the team by setting clear performance expectations.
- ?? Regularly review individual and team progress and take proactive measures to address performance gaps.
- ?? Manage client relationships at an operational level, coordinating information requests and timely delivery.
- �? Explore ways to improve claim handling quality and processes, aiming to boost customer experience and NPS scores.
- �? Plan, execute, and communicate contact centre strategies and campaign performance aligned with broader business needs.
- ?? Own the feedback process and analyse data to drive improvements.
- ?? Uphold our data protection and information security policies and procedures.
- ??? Foster open and honest two-way communication, ensuring key messages are disseminated.
Requirements:
- �? Relevant experience in a similar position in a contact centre environment
- �? Demonstrated skills in proactive leadership, particularly in developing and motivating a call centre team.
- ?? Highly collaborative, resilient, determined, and confident.
- ?? A proven track record of , especially within the contact centre.
- ?? A focus on results and commercial awareness.
- ?? Ability to think creatively to solve challenges.
- ?? Proficiency in FCA regulations, with the ability to mentor and educate others on this topic.
- ?? Strong knowledge of reporting, analysis, and trend spotting across all business areas.
- ?? A proactive mindset with a sharp focus on process improvement.
Package:
- ?? Annual salary of £40K - £45K.
- ?? Private Medical Insurance.
- �? Company Pension Scheme.
- �? Additional perks, discounts, and offers.
- Experience in a contact centre environment- Experience in a highly regulated environment. If this is you, call or email make for a further conversation.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
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