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Operations Manager

£40,000 to £50,000
Job Type
6 Sep 2022
Manpower recruiting on behlaf of our highly reputable global client for an Operations Manager to join their Edinburgh based contact centre. This is a fantastic opportunity to join an expanding company providing global Multi-Lingual customer services within the travel industry. Key Roles and Responsibilities Work with management team to ensure projects launch and accomplish successfully Ensure targeted operations KPIs are achieved Maintain a high level of customer satisfaction through consistent quality service delivery Provide leadership, guidance, and coaching to team members to maintain high morale Be accountable for ensuring that all operational performance measures are consistently achieved/exceeded Maintain and improve customer satisfaction across all channels and products Accountable for managing absence, attrition, and adherence within the teams Measuring performance of the key Team Members against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through one-to-one coaching and devising appropriate action plans Responsible for maximizing team productivity To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place Analyse, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements Develop excellent working relationships across all functions within the business and management of conflict situations Key Skills and Characteristics Commitment to excellence Committed to data driven decision making and result oriented Clearly communication skills Solid knowledge of call centre management tools includes monitoring skills, coach skills, telephone, and other technology etc. Ability to deliver quality results under pressure Fluent spoken and written English Proficient in MS office tools 5+ years managing and coaching contact centre teams more than 50 members Understand different cultures, experience of working in a multicultural environment is preferred COPC/6 Sigma/PMP experience is preferred Bachelor's degree is preferredInterested? Please forward your CV in the first instance
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  • Job Reference: 705455200-2
  • Date Posted: 6 September 2022
  • Recruiter: MANPOWER
  • Location: Edinburgh
  • Salary: £40,000 to £50,000
  • Bonus/Benefits: Annual Bonus, Excellent Benefits
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent