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Operations Manager

Posted 23 February by TURNERFOX RECRUITMENT Easy Apply Ended

Operations Manager
£30000 to £35000

This is a fantastic opportunity to join a thriving company to manage the inbound and outbound communications for key clients from a sales and customer services perspective, ensuring continuous improvement in terms of quality, efficiency and effectiveness.

The Role

  • As the Operations Manager you will manage client dedicated contact centre teams, ensure the smooth running of the department and that KPIs are successfully delivered against
  • Maintain effective communication with the Clients, including delivery of business review presentations and reports
  • Project Manage to ensure a smooth delivery of the service in-line with client requirements
  • Ensure that real-time, forecasting and resourcing are managed effectively so service levels are met
  • Lead and develop Team Leaders, Training, Quality and Resource Planning to ensure KPI's and SLA's are achieved
  • To be responsible for the management of the Team Leaders and their performance and development
  • To manage the multi channel contact centre operation handling calls, both inbound and outbound, as well as web chat, email and social media as required.
  • Liaise with senior management to maximise opportunities
  • Ensure employee matters are managed effectively, balancing the delivery of key policies and procedures whilst ensuring the teams are motivated and performing above expectations
  • To be responsible for staffing matters including the recruitment, retention and welfare of staff along with any disciplinary and grievance cases

The ideal candidate should be able to demonstrate:

  • Similar management experience in a Contact Centre environment
  • Experience of client development, account managment and 2on boarding new business
  • Experience of managing and developing a team with a strong focus on quality
  • A commitment to driving continuous improvement in their working environment
  • Excellent communication skills - both written and verbal

Interested? Please call Claire at Turner Fox Recruitment on or email your CV!

Required skills

  • Account Management
  • Team Leader
  • Client Development
  • Operations Manager
  • On boarding

Reference: 34549409

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