Operations Manager
3 weeks ago
Do you possess a strong passion for building relationships? Are you comfortable working in a fast-paced environment? Is outstanding customer care something that you strive for?
Onwards Answering is a leading Telephone Answering Company dedicated to providing exceptional service to our clients across a variety of sectors. Their team of professional Call Handlers ensures seamless communication for businesses of all sizes.
They are currently seeking an experienced Operations Manager to oversee our call handling operations and uphold our commitment to excellence. We are looking for the successful candidate to grow the business both operationally and strategically.
About you:
The Operations Manager will be responsible for managing a team of Call Handlers and ensuring the delivery of high-quality service to Onwards Answering clients. This role includes overseeing daily operations, service standards, and operational tasks such as scheduling, payroll management, and client relations.
The ideal candidate will demonstrate strong leadership skills, operational expertise, and a customer-centric approach. We are looking for the successful candidate to take the business forward both operationally and strategically.
What you will do:
Team Management - Lead, mentor, and motivate a team of Call Handlers to achieve performance goals. Oversee training and development programs to enhance team skills and productivity.
Service Delivery - Ensure that call handling services meet established service standards and client expectations. Monitor performance metrics and implement improvements, as necessary.
Operational Oversight - Manage all operational processes, including holiday scheduling, rotation, and payroll. Develop and maintain efficient workflows to optimize team performance.
Client Account Management Serve as the primary point of contact for client-related concerns and inquiries. Address and resolve client complaints and feedback promptly and effectively.
Performance Monitoring - Analyse operational performance data and prepare reports for management review. Identify opportunities for process enhancements and implement best practices.
Staff Management - Handle HR-related matters including recruitment, performance evaluations, and disciplinary actions. Ensure compliance with company policies and procedures.
What are we looking for:
- Minimum of 2 years of experience in operations management or supervisory roles, preferably in a call centre or service-driven environment
- Proven leadership skills with the ability to manage and inspire a diverse team
- Strong problem-solving skills and the ability to handle pressure in a fast-paced environment
- Excellent communication and interpersonal skills to effectively liaise with clients and staff
- Demonstrate resilience in the face of evolving client needs
- Familiarity with payroll systems and HR practices
- Detail-oriented and highly organised with a proactive approach to work
- Strong analytical skills to identify trends and drive decision-making
- Customer-focused mindset with a commitment to delivering exceptional service
Benefits:
- Competitive salary and performance bonuses
- Comprehensive health benefits
- Opportunities for professional development and growth
- Positive and collaborative work environment
Application Process
To apply for this position, please submit your CV and a cover letter detailing your relevant experience to brian@creegantalent.com We look forward to hearing from you
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