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Head of Operations
2 weeks ago
**Job Description**:
Head of Operations - fixed term contact for 6 months with the opportunity of extension.
An exciting opportunity has arisen for a Head of Operations to work within a well established training provider that received an OFSTED rating of ‘Good’ in their last inspection.
The Head of Operations will lead the Contact Centre Operation delivering support services to our learners and partners through a variety of channels. A key priority is to shape the future operation, drive efficiencies, new ways of working and deliver change. You will provide leadership and development to the teams enabling them to deliver quality services to our customers to maximise learner engagement, participation, progress and achievement.
The package available for the Head of Operations:
- Basic salary up to £65000 (pro rata).
- 25 days annual leave (pro rata) plus public holidays.
- Opportunities for hybrid working as the role progresses.
The role and responsibilities of the Head of Operations:
- Set the strategy for the design and development of the contact centre, staying abreast of new practices and driving efficiency through technology and digital services.
- Develop plans and provide insight to the business on the use of new tools and technologies, telephony, CRM and work force management to create a cost effective operation and consistently achieve contact handling SLAs.
- Be responsible for the end to end customer contact processes and their associated customer experience, supporting the wider business to drive improvements, efficiency and reduce complaints.
- Lead and develop the Adult Learning Teams at all levels to create motivated, engaged colleagues delivering a great service plus coach and develop the management team, identifying talent and succession plans.
- Develop a resourcing plan that ensures that the workforce model is flexible to meet changing demands and that all team members are effectively recruited, inducted and trained.
- Ensure that roles are clearly defined and that the day to day working patterns/shifts and operation meets the needs of the customer and business.
- Manage the performance of the department through available MI and ensure that KPIs are met or exceeded.
- Accurately analyse data ensuring results, by implementing effective action plans that are well communicated, monitored, and evaluated resulting in continuous improvement and consistently high outcomes.
- Ensure that quality assurance, compliance, regulatory and legal requirements are met and work closely with the Quality Team.
- Accountable for delivering the service and function within the defined budget.
Skills, knowledge and experience required for the position of Head of Operations:
- Proven experience of leading a service driven contact centre operation.
- Experience of managing an operation through periods of significant growth or change.
- Leadership and management experience, proven success building high performing teams with the ability to influence and engage at all levels.
- Customer focussed, external and internal, and understand the customers’ needs.
- Experience of working in a fast paced, changing environment.
- Strong interpersonal and communication skills Creates a climate of trust and collaboration amongst peers and team.
- Highly developed analytical skills with the ability to articulate simple solutions.
