Call Centre Operations Manager

Posted 5 April by Talentspa Easy Apply

Call Centre Operations Manager

Location: Portsmouth, PO1 2GJ

Salary: Competitive - Depending on Experience

About the company:

Our client is a UK based contact centre that supports an exciting range of clients from various sectors. They are powered by their people and are driven and inspired which is reflected in their workplace. Their culture is something they protect carefully. They are passionate and professional and take pride in what they do.

As the Call Centre Operations Manager you will be responsible for leading, motivating and empowering managers and staff to maximise their potential and deliver on company and client objectives. As part of your role you will be responsible for the deliverables of their department, creating, implement and monitor standards and strategies which uplifts performance and negates risks. As the Operational and Client Lead you will have full operational responsibility for the financial growth, development, Service Level/KPI delivery as well as the longevity of your assigned clients

Duties of the Call Centre Operations Manager:

  • Responsible for the leadership and development of Team Managers and department staff. Providing mentoring and coaching to support development of skillset
  • Creating & building effective business relationship with clients, maintaining regular communication reporting and presenting on departmental results
  • Provide Hands-on leadership of all change, resolution & improvement programs
  • Ensuring all appropriate levels of training is in place for staff, working closely with the training department to ensure staff knowledge is implemented and maintained
  • Carry out regularly performance reviews, set and follow up on objectives in line with business goals
  • Attend and facilitate Quarterly, Monthly and other ad-hoc reviews with clients
  • Successful delivery of company and client KPI’s and SLA’s
  • To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
  • Support and develop new business opportunities as required.
  • Manage monthly forecasts, giving accurate, weekly, updates on Revenue, cost and margin. Manage the preparation of monthly invoices and participate in the monthly Invoice Audit
  • To ensure staff contingency and resource is planned to maximise on client and delivery
  • Deliver margin to agreed objectives
  • Working Closely with the Senior Managers, contribute to wider business planning and decision making by providing information in an appropriate format and in a timely fashion
  • To work in collaboration with the IT department to create, implement and monitor dialler data management strategy
  • Working with the Quality and Compliance Manager, ensuring all quality and compliance standards are in line with company and client standards
  • Carry out regularly performance reviews, set and follow up on objectives in line with business goals
  • Working with the client and operations teams to identify and manage service improvement activities
  • To work with other managers to share best practice and promote a proactive continuous improvement environment
  • Perform Business Needs Analysis identifying risks assessment

Requirements of the Call Centre Operations Manager:

  • Experience in leading managing and developing contact centre team managers ideally within an outbound environment
  • Proven experience in dialler and data management strategy ideal but not essential
  • Experience in creating and building client business relationships - Essential
  • Experienced in creating and delivering High level report to clients and senior managers
  • Highly motivated
  • The want to succeed
  • Team player
  • Driven & competitive
  • Ethical and compliant
  • Customer and brand focused
  • Confident and resilient
  • Fast learner
  • Lateral thinker
  • Business acumen

Call Centre Operations Manager Benefits:

  • 25 days holiday plus Bank Holidays
  • Eye care vouchers
  • Local discounts
  • Adhoc incentives
  • Internal career development programme in management or support staff

If you meet the requirements and feel that this Call Centre Operations Manager role is right for you then please apply today!

You will be required to provide your proof of entitlement to work in the UK, proof of address, and two references with full contact details.

Reference: 34838371

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