Operations Manager

Role Purpose:
Here our operations manager plans, directs and coordinates this key area of the business via their direct reports. This person is responsible for ensuring and improving the performance, productivity, efficiency and profitability of the departmental operation via effective methods and strategy. This role will have a number of DR’s in the form of team leaders and will be wholly responsible for the delivery of world class results
Role Responsibilities:
• To lead and develop their operation in line with company views.
• To deliver a culture of engagement and empowerment via a ‘can do’ attitude.
• Improve process and policies in line with company goals.
• Leading the operation to ensure key KPI’s are exceeded.
• Setting and reviewing quality performance standards
• Have a recruitment plan in place based on demand and capacity.
• Have high levels of strategic input to drive the business forward.
• Be open, honest and trustworthy in their approach, whilst ensuring the team works as one.
• Be a creative thinker, who is able to formulate and input ideas, as well as offer now opinion/opportunity.
Experience/Skills required:
• A demonstratable experience of successful leadership at senior level
• Strong commercial understanding of in-house and outsource contact centres.
• Strong ethical people leadership capability
• Highly motivated to succeed and to develop their team around them, alongside a growing business
• Strong analytical abilities with all forms of data, competent with Excel, Word and PowerPoint
• Structured, organized and consistent in approach