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Senior Operations Manager - circa £45,000 DOE

Posted 5 February by HRC Recruitment. Ended
Are you an experienced Senior Operations Manager or an Operations Manager looking to take a step up?Do you come from a FCA regulated Sales or Collections background?Do you want to work for a progressive, global company with a modern office in Kilmarnock centre?

If so, I have an exciting brand new opportunity rarely available to the senior end of the call and contact centre market in Ayrshire! The office is suited within short distance of the local train station and is easy to park and travel via car, so this also suits those from Glasgow and the surrounding areas!

The ideal candidate would be an experienced contact centre leader, who can manage a team of around 4-6 Team Managers and their advisors. You will love getting involved in the day to day people management, be passionate about achieving wider business objectives, have strong coaching skills and can act as a role model for others encouraging the right attitudes and behaviors whilst leading from the front.

Are you who were looking for?

Strong background working in an FCA regulated contact centre (Sales or Collections)

At least 3 years experience at operational management level

Outstanding coaching skills

Excellent analytical skills, data savvy and able to understand and interpret call centre data

Ability to identify process improvements and come from a background where continuous improvement is encouraged

Excellent communication and people management skills

Strong level of commercial awareness with an ability to plan, act, measure and review

Strong stakeholder management skills

What does the day to day look like?

Managing your teams and coaching individuals to achieve their full potential

Acting as a positive role model, adopting the company values

Delivering against key KPIs with regards to productivity, performance and quality

Work with internal Training Compliance contacts to develop and implement new plans

Handle escalated customer complaints

Analyse process and procedures, constantly looking for ways of improvements

Building strong internal relationships

Motivate and mentor teams to enable them to produce the highest quality outputs, coaching against individual skill sets

Act as the right-hand go-to person for the Head of Centre, able to deputy into their role in any times of absence or travel

Create a culture where colleagues strive for great results, with an ability to balance performance against industry compliance and fair customer outcomes

Administer Human Resource procedures and work alongside a dedicated HR team to report on performance reviews, sickness, absence, holidays and disciplinary probations

To apply for the above position please forward your CV to Cheryl Stobo using the apply online link.

HRC Recruitment acts as both an employment business and an employment agency.

Reference: 34397988

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