Customer Services Manager
Swindon
30% of Annual Salary + Benefits

Operations Manager

Ref: 3012| Posted: 14th Aug 20172017-08-14

This vacancy is no longer advertised

C&D are looking for an experienced Operations Manager for our client based in Old Town, Swindon. This is an ideal opportunity for any experienced Contact Centre Manager or Customer Service Based Operations Manager. This is an excellent opportunity to work for one of the South West's top Contact Centres. The Operations manager will be working from an office based in the Old Town branch, and overseeing both the Swindon branch and the company's Newport branch, travel to both will be necessary for this role.

Key Responsibilities:

  • Leading the Team Leaders to achieve above Business & financial targets set for the Contact Centre.
  • Identify opportunities to increase performance and reduce cost to meet year end plans.
  • Working with Training, Data Analysts, Forecasting & Planning and Process Teams to ensure any new initiative or process is delivered successfully and on time into the Contact Centre.
  • Ensure that all Contact Teams sell compliantly, taking appropriate action if any teams are non-compliant.
  • Ensuring that all performance tools such as reward schemes, performance management processes continue to be fit for purpose and support the delivery of Business & Financial plans.
  • Working with HR to ensure all Teams are managing their people within policies and procedures.
  • Making sure the Outbound channel is dialling to best practice and utilising all leads available to maximise revenue.
  • Support the creation of annual Contact Centre cost budget.

Necessary Experience/Skills/Attributes

  • Undertaking Sales in a regulated environment
  • Call Centres- through both Inbound and Outbound
  • Management experience at a senior level
  • Delivering HR policies and Procedures
  • Strong Leadership Skills
  • Excellent interpersonal skills at all levels
  • Sales focused
  • Self-driven/motivated
  • Inspire/motivate others
  • Inquisitive/challenging
  • Ability to be both tactical & strategic 

If you feel you have the right experience and attributes and would like to discuss further please do get in touch with us.