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Operations Manager

2 months ago

Falkirk, Falkirk, United Kingdom WebHelp UK Full time
Job Advert

We're seeking a highly responsible and organised individual to join our team as an Operations/Sales Manager. As a people-first company, we put our employees at the heart of our business, and this is when everything comes alive.

This opportunity is for someone with exceptional project management skills, able to juggle priorities without losing focus. You'll need to be a confident decision maker and solution finder, with a critical eye for detail and a strategic way of thinking.

Key Responsibilities:

  • Accountable for delivering Contact Centre processes in line with Conduct/Regulatory risk standards and within Operations risk appetite
  • Creating and delivering an effective revenue growth strategy to ensure optimal performance in both sales and retention work streams
  • Effective performance management of sales and retention call types to drive performance above expectations
  • Achieving growth and hitting sales targets by successfully managing sales teams and by assessing the teams strengths and weaknesses
  • Operating within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trends
  • Driving fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures
  • Working with the Business to deliver new products, changes or initiatives impacting Customer Service
  • Ensuring the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training
  • Designing and delivering reward and incentive schemes aligned to fair customer outcomes
  • Owning first line operational risks and controls
  • Developing strong working relationships with key internal and external stakeholders, to achieve business objectives

Requirements:

  • Proven ability to drive the sales process from plan to close
  • Proven leader and relationship manager experience across teams and in a matrix management organisation
  • Detailed understanding and experience of Contact Centre Management
  • Strong relationship & stakeholder management skills at a Senior Manager and Executive level
  • Project management skills in complex multi-functional projects
  • Strong influencing, negotiating & networking skills
  • Excellent management and interpersonal skills
  • Analytical & conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy
  • Strong awareness and understanding of Conduct Risk

We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.