Senior Operations Manager - 6-9 month fixed term contract (Maternity C

Cambridgeshire  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Keywords

Description

JOB TITLE: Senior Operations Manager - 6-9 month fixed term contract (Maternity Cover)

DEPARTMENT: Operations

REPORTS TO: Director of Operations

JOB REFERENCE: SOM0514

JOB TYPE: Fixed Term Contract

WORKING HOURS: 40 hrs per week. monday - Friday

SALARY: c £50k per annum

LOCATION: Peterborough

APPLICATION CLOSING: Monday 2nd June 2014

THE ROLE:

Reporting to the Director of Operations, the Senior Operations Manager is responsible for ensuring delivery of optimal performance and efficiency focussed on customer, partner, business and staff outcomes.

A key member of the operations senior management team delivering Contact Centre SLA's and KPI performance.

Working with all business areas and partner brands to deliver contractual requirements and commercial outcomes via Contact Centre teams.

Areas of Responsibility: -

  • Ensure delivery of service levels in line with contractual or business requirements.
  • Work with operational senior managers and managers to deliver optimal levels of performance along with the identification of opportunities to deliver an improved commercial result.
  • Ensure contact centre performance is effectively managed to optimise customer exeperience and commercial return, within regulatory, FCA and TCF principles.
  • Optimise recruitment and retention of individuals within the contact centre.
  • Ensure contact centre staff are appropriately trained and monitored with corresponding records to evidence training and performance.
  • Leadership of a people focussed contact centre operation ensuring regular reviews and communication with individuals which deliver high levels of employee engagement.
  • Ensure interactions with customers optimise the customer experience of the brand and comply with regulatory, FCE and TCF guidelines.

YOU WILL HAVE:

  • Significant experience of contact centre operations management
  • Experience of leading c50 fte +
  • Proven experience of handling contact centre telephony
  • Understanding of contact centre resourcing and operational MI
  • Experience of using contact centre technologies including IVR, ACD, Workforce
  • Management, Call Recording and email management.
  • Proficient in Microsoft office packages (Word, Excel, PowerPoint and Outlook)

IN RETURN YOU WILL RECEIVE:

Up to 20% annual company bonus
Pension matched up to 5%
Private Medical Insurance
Life Assurance
Flexible benefits including Childcare Vouchers, Health Care Cash Plan and Cycle to Work Scheme.
5 weeks annual holiday entitlement plus UK Bank Holidays

Start date
Mon, 19 May 2014 09:22:00 GMT
From
[IGO4
Published at
22.05.2014
Project ID:
710475
Contract type
Freelance
To apply to this project you must log in.
Register