Operations Manager – Call centre – (103212)

Operations Manager

Luton, England

£excellent relocation



•             Working closely with the Delivery Project Executive (DPE) to ensure service delivery customer satisfaction objectives, contract costs, and service level agreements (SLA) are met.

•             Participate in customer meetings as required.

•             Manage the day-to-day operations of assigned accounts.

•             Supervise the team leads and assure that they are properly supervising agents

•             Manage account focused vendor relationships, site infrastructure, as well as shared service functions (e. g. IT, WFM, QA, Training, Business Controls, administration, etc. )

•             Work with DPE to assure account operational performance.

•             Assure the existence of required reports and metrics to successfully run the operation.

•             Adapt the operation as required to changes in volumes of requirements.

•             Drive productivity and efficiency programs for the account.

•             Drive SLA achievement programs for the account.

•             Assure adequate staffing and training for the account.

•             Anticipate, guide development of, and implement required systems, procedures and programs to consistently meet standards for quality, productivity and customer satisfaction.

•             Manage of non-exempt and exempt non-management personnel, including vendor management, recruiting, staffing, training.

•             Discharge Basic Management responsibilities common to all managers.

•             On site, ensure client needs are satisfied by constructing partnerships between all relevant departments and client and manage the implementation of these partnerships to ensure positive customer satisfaction.

•             Indirect management of supplemental staff employees, and successful operations management overall.

•             Monitor operational flows controlling needs, requests, requirements and resources available in order to maximize the operational efficiency and minimize costs

•             Control and report operational costs

•             Play a significant role in long-term planning, including an initiative geared toward operational excellence

•             Oversee operational financial management, planning and control

•             Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget and operational goals.

•             Oversee short and long-term financial and managerial reporting

•             Support managing the site level budget requirements based on assigned program

•             Maintain the quality of all operational customer communications, productivity standards, scheduling resources, handling customer escalations, managing special assigned projects and support programs such as call observation or resource scheduling.

•             Manage staffing levels and quality of service to meet business objectives and customer requirements.

•             Provide guidance consisting of contact centre and quality management functions which have significant impact on the business unit operation

•             Identify need, develops, implements, monitors and improves systems and procedures required for the centre’s efficient and professional operation.

•             Manage team within The company business control guidelines

•             Adhere to COPC certification requirements

•             Adhere to The company Quality standards

•             Follow Client protocols and procedures

•             Provide verbal / written feedback on performance through the performance appraisal system.

•             Provide 1-2-1 support to team members engaged with an emergency calls and be willing and able to take control if required.

•             Manage the case management process for resolving operational issues.

•             Ensure their respective team is engaged and motivated

•             Adopt, follow and share the The company culture and values

•             Effectively answer all types of customer messages including emergency and non-emergency, general enquiries and other patient dependant topics.

•             Take responsibility for ensuring all documentation is precise and accurate

•             Organise and participate in team meetings

•             Run round tables with their team

•             Complaint management

•             Any other responsibilities indicated so by direct management, within the frames of the law

Essential Criteria:

•             At least 2 years of operations and people management experience within a call center environment.

•             At least 3 years of customer management experience

•             Fluent level of English, both written and verbal

•             Advanced knowledge and use of MS Office applications

•             Proven cost management skills

•             Flexibility and ability to manage a demanding and changing workload

•             Excellent communication, presentation and leadership skills

•             Aptitude for understanding and solving problems, timely decision-making and conflict management skills

•             Ability to work independently and within a team•            

€45.5k – 62.6k per year relocation assistance

Fri, 11 Jan 2019 10:14:04 +0100

United Kingdom England – East

Recruitment Direct
60.000 € – 72.000 € gross / year
Operations Manager
Language/ English, German

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