Operations Manager
- Employer
- Undisclosed Company
- Location
- Edinburgh
- Salary
- £40000.00 - £50000 per annum + Annual Bonus, Excellent Benefits
- Closing date
- 4 Oct 2022
View more
- Sector
- Customer Service and Call Centre
- Job Type
- Permanent
- Hours
- Full-time
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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.
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