Senior Operations Manager
4 weeks ago
Marston Holdings Limited is seeking a highly skilled Senior Operations Manager to lead our Customer Service Team. As a key member of our Operations team, you will be responsible for ensuring the smooth running of our contact centre, managing a team of Customer Service Agents, and driving performance to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Key Responsibilities:
- Lead a team of Customer Service Agents, providing coaching, training, and development opportunities to ensure they have the necessary competencies to effectively carry out their daily duties.
- Analyse productivity and quality trends, working with the quality team to implement individual and team-based action plans to improve performance.
- Develop and implement effective leadership strategies to motivate and engage staff, ensuring commitment to the team and the company.
- Monitor staff performance, identifying areas for development and improvement, and taking disciplinary action where necessary.
- Ensure effective communication with staff through team briefings, one-to-one meetings, coaching, and performance management.
Person Specification:
- Proven experience of managing and supervising a team.
- Ability to analyse KPIs to manage performance.
- Experience of handling and resolving difficult situations.
- Effective communication and organisational skills.
- Good understanding and use of Microsoft Office Applications.
- Adaptable to change and new ideas.
- Excellent planning, time management, and organisational skills.
- Team player, both as a member and a leader.
- Ability to remain focused and decisive when working to specified targets in a pressured environment.
What We Offer:
- Salary of up to £24,132.96.
- Hybrid working.
- Contract: Full time, 37.5 hours per week.
- Enhanced Maternity and Paternity Package (subject to eligibility criteria).
- 26 days annual leave.
- Health Cash Plan.
- Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising, and wellbeing.
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