Sitel is an award-winning outsourced call centre provider that has been a leader in its field for 30 years on an international basis. Sitel works with some of the largest global brands across a varied selection of markets.
We are looking for an experienced Operations Manager to drive a campaign of talented individuals toward success at our site in Kingston upon Thames.
About the role
•You’ll lead your team to achieve market defining customer care, alongside meeting and exceeding business and client objectives.
•You’ll be key to the client relationship, in day to day updates and meeting input.
•Continually review trends to improve operational performance.
•Responsible for all resource planning and workforce scheduling, for business as usual and peak trading times.
•Supporting the Head of Contact Centre in achieving client and SITEL financial targets.
•Working closely with the training team to continually develop our team managers and advisors to achieve their career goals alongside market defining customer care determined in the client strategic priorities.
•Responsible for managing all HR policies, ensuring compliance at all times.
•Annual management of seating capacity requirements.
•You’ll be a true leader, who encourages and values the input of your team and allows them to drive change whilst upholding the SITEL brand.
Skills required to succeed in this role
1.The ideal candidate will have a minimum of 2 years’ customer centric management experience within a contact centre environment
2.Strong leadership skills with the ability to manage large groups of people with differing experience levels.
3.Effective performance management skills, through coaching, achievement of objectives and appraisal.
4.Proven success against financial targets, forecasting and scheduling.
5.Excellent communication skills written and verbal with all levels of stakeholders.
6.The ability to analyse processes, enact change, and think operationally and strategically.
7.Exemplary customer service skills with proven ability to get it right first time for the customer
·Working with a highly recognised brand
·Part of a long term integral partnership - where you can influence positive change
·Management bonus and regular reviews based on merit
·Management training & coaching
·Holiday & pension
·Plus several discounts and incentive schemes
- Contact Centre
- Performance Management
- Drive Change