Operations Manager

Manpower recruiting on behlaf of our highly reputable global client for an Operations Manager to join their Edinburgh based contact centre. This is a fantastic opportunity to join an expanding company providing global Multi-Lingual customer services within the travel industry.

Key Roles and Responsibilities

• Work with management team to ensure projects launch and accomplish successfully
• Ensure targeted operations KPIs are achieved
• Maintain a high level of customer satisfaction through consistent quality service delivery
• Provide leadership, guidance, and coaching to team members to maintain high morale
• Be accountable for ensuring that all operational performance measures are consistently achieved/exceeded
• Maintain and improve customer satisfaction across all channels and products
• Accountable for managing absence, attrition, and adherence within the teams
• Measuring performance of the key Team Members against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through one-to-one coaching and devising appropriate action plans
• Responsible for maximizing team productivity
• To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place
• Analyse, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements
• Develop excellent working relationships across all functions within the business and management of conflict situations

Key Skills and Characteristics

• Commitment to excellence
• Committed to data driven decision making and result oriented
• Clearly communication skills
• Solid knowledge of call centre management tools includes monitoring skills, coach skills, telephone, and other technology etc.
• Ability to deliver quality results under pressure
• Fluent spoken and written English
• Proficient in MS office tools
• 5+ years managing and coaching contact centre teams more than 50 members
• Understand different cultures, experience of working in a multicultural environment is preferred
• COPC/6 Sigma/PMP experience is preferred
• Bachelor's degree is preferred

Interested? Please forward your CV in the first instance.