Are you a driven and engaging Operations Manager, ideally within customer service or a contact centre?
We now have an exciting opportunity to join our newly refurbished contact centre in Brighton, where you will be responsible for the day to day delivery of our operational plan. Our ideal Operations Manager will coach and support their Team Leaders to drive agent performance through behaviours and great conversations.
Your key responsibilities will involve:
Leading the culture, pace and tone of the environment. Coaching and mentoring our future leaders, driving a culture of achievement, positive support and motivation whilst modelling and embedding our culture and values
Successfully leading our extensive change program within the Operation, champion learning and be an ambassador for new ways of working, whilst developing talent.
Contribute to the high performance and continuous improvement across the Contact Centre through sharing learnings and best practice, whilst creating a feedback loop to bring improvements to the change agenda
Drive best results for our customers, our business and our colleagues. Manage the long-term sustainability of the business in addition to the achievement of short term weekly and monthly targets
Focus on personal brand, building strong relationships to facilitate wider team success. Modelling values of trust and integrity in all interactions and taking personal accountability for actions and delivery
Set expectations and drive accountability. Provide clarity on objectives and how they will be achieved, striking a balance between increased profitability and sustainable colleague engagement
Knowing your people, recognise potential, understanding areas of strength and development. Coaching and support to encourage Team Leaders to grow their own leadership capability
Working closely with the Head of Site to embed agreed standards and driving adherence to agreed processes across the contact centre environment
Collaboration with colleagues across the company, valuing the contributions of all roles and functions
Manage risk and compliance to ensure operational areas are selling and servicing within regulatory requirements
This is an exciting time to be part of a first-class team within our contact centre environment where you can have a real impact on the performance of our business, whilst shaping its future during a significant journey of transformation.
To be successful in this role, you will be equipped with the following:
Strong background in leadership with excellent communication skills
You will be a natural negotiator and influencer
Strong external networking and utilisation of this network to increase operational knowledge
Knowledge of operational management and best practice
A focus on best practice and innovation
Proven experience to deliver results in time and to targets, managing KPI's to continuously improve performance