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Operations Manager- Contact Centre job in Preston

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Job Ref:  204695356
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Lancashire
City:  Preston
Post Code:  BN1
Salary:  £30000 - £40000/annum
27/09/2016 03:43
Are you an Operations Manager within a contact centre environment who is looking for your next challenge in the North West? Our outsourcing client, a renowned global business, is looking for someone to develop, lead and manage a team to deliver an effective and profitable operational unit and service on behalf of the client in line with commercial and contractual agreements.
This varied role will require you to:
Motivate and effectively performances manage allocated Team Managers within the unit to ensure delivery of the unit business plan
Selecting, managing and coaching Team Managers
Working with the Recruitment and L&D Team, define specific recruitment and training needs
Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
Ensure delivery of Client KPIs including:
Day to day service levels
Customer experience, quality measures and compliance measures
Manage and develop the operational client relationships by:
Conducting operational client review meetings and day to day ops liaison within key work stream
Identifying KPI variances and developing action plan
Identifying and highlighting further opportunities for services and process improvements
What we're looking for
An experienced Operations or General Manager qualified by experience, have great people management skills and a background in Customer service excellence/sales/call centre environments is essential. You will be an analytical individual with ability to stand by your decisions solving problems where necessary and influencing key stakeholder groups to gain their full backing. You will have responsibility for meeting commercial and KPI targets as well as building and developing the operational client relationship
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