Call Centre Operations Manager

2 weeks ago

Southampton UK, Hampshire, United Kingdom Brook Street Full time

### Job Title

Customer Service Operations Manager


### Department

Customer Service


### Reporting to

Country Manager


### Location

Southampton


### Direct Reports

7


### Last Updated

19/02/2024


### Job Overview

Develop and execute operational strategies to enhance efficiency and optimize overall performance. Focus on streamlining processes, improving customer satisfaction, and driving organizational growth. Oversee the management of 150 employees within the customer service department.


### Key Responsibilities

- **Operational Strategy:** Design and implement strategies to improve efficiency and performance.

- **Process Improvement:** Develop plans to streamline operations, enhance customer satisfaction, and support growth.

- **Standards and KPIs:** Establish and enforce operational standards, KPIs, and daily procedures in collaboration with department managers to achieve organizational goals.

- **Visibility:** Ensure that operational standards and KPIs are visible to all employees in Customer Service.

- **Issue Resolution:** Take ownership of resolving production issues with effective follow-through.

- **Stakeholder Communication:** Communicate operational updates and issues to internal and external stakeholders, including Brand Managers, Brand HQ, and the Country Manager.

- **Collaboration:** Promote cross-departmental collaboration and partnerships, fostering a positive and inclusive culture.

- **Oversight:** Oversee daily operations across all departments, ensuring alignment with organizational goals and efficient workflow prioritization.

- **Productivity Monitoring:** Monitor department productivity and address issues promptly to maintain optimal efficiency and service quality.

- **Risk Management:** Identify potential risks, assess their impact, and develop strategies to mitigate or manage them.

- **Data Analysis:** Analyse data and statistics to create reports, identify trends, and inform decision-making processes.

- **Project Management:** Initiate and execute projects to meet the evolving needs of our brands and enhance operational effectiveness.

- **Resource Management:** Review and monitor work volumes and resource allocation to meet budget and service delivery targets.

- **Inventory Management:** Ensure stock and spare parts integrity in collaboration with the Spare Parts & Logistics Manager.

- **Quality Improvement:** Monitor production standards using quality improvement methodologies.

- **Equipment Management:** Ensure the availability of quality equipment, addressing requests with department managers.

- **Reporting:** Provide regular activity reports to the Country Manager.

- **Leadership:** Lead and manage direct reports through objective setting, performance monitoring, professional development, conflict resolution, communication promotion, teamwork fostering, motivation, and change management.

- **HR Collaboration:** Work with the HR Business Partner on employee engagement, talent management, and workforce planning.

- **Health and Safety:** Ensure compliance with health and safety policies and create a safe working environment for all customer service employees.

- **Team Management:** Oversee and manage a team of 150 employees, ensuring effective communication, motivation, and performance across the department.


### Skills and Experience

- **Strategic Vision:** Ability to create and translate strategic vision to drive performance and change.

- **Adaptability:** Ability to adapt priorities in response to evolving business needs.

- **Risk Management:** Experience in actively managing risk.

- **Collaborative Environment:** Proven track record of fostering a positive and collaborative work environment.

- **Team Motivation:** Ability to inspire and motivate teams towards common goals.

- **Communication:** Effective communicator, confident in public speaking and conveying ideas to diverse audiences.

- **Influence:** Experience in influencing at all levels to achieve desired outcomes.

- **Project Delivery:** Demonstrated success in delivering projects on time, within budget, and meeting quality standards.

- **Decision-Making:** Proficient in decision-making and problem-solving in high-pressure situations.

- **Process Improvement:** Experience with business process improvement tools and methodologies.

- **Leadership:** Proven leader with strong people management skills, including coaching, development, and motivation.

- **Change Management:** Experience in leading teams through change and ambiguity.

- **Operations Management:** Proven track record in an operations management role.

- **Large Team Management:** Demonstrated experience managing a large team of 150 employees, ensuring effective communication, motivation, and performance.

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