Business Operations Manager
2 weeks ago
Maximus Services, LLC is a global organisation that specialises in providing health and employment services to millions of people every year. We employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.
Key Responsibilities:- Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction.
- Provide support and advice on all scheme technical aspects to develop the team.
- Support the Head of Business Support Centre to deliver business targets and objectives and create a performance-oriented culture.
- Manage day-to-day line activities, using management information to produce individual performance targets and set realistic objectives.
- Highlight operational risks and areas for improvement and cost effectiveness.
- Support the development of the team through call monitoring, feedback, appraisal, and reviews and coaching as necessary.
- Ensure training and development and attendance plans are maintained for all team members, working closely with the team to motivate and coach them.
- Proven team management experience responsible for agents dealing with Inbound, Webchat and email communication.
- Coaching and communication skills.
- Minimum of 2 years' experience within a contact/support centre environment as a Team Manager.
- Experience within customer services.
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Creative thinking.
- Customer Service / Contact Centre Operations Qualification (or working towards).
- Knowledge of performance evaluation and customer service metrics.
- Experience of identifying and delivering positive change and business efficiencies.
- Enable teams to complete their objectives and optimise performance by removing barriers and managing issues.
- Ensure results add business value and meet or exceed agreed quality and performance objectives.
Maximus Services, LLC is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job.
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