Paying: £35000 - £40000 Per Annum
Contract Type: Permanent
Sector: Customer Service
Hours of Work: Rota between 8am and 900pm Monday-Friday, plus weekend day shifts
Working for this award-winning business in Chester, the Operations Manager will be responsible for a team of Team Managers and will be required to work with the Team Managers to produce the highest level of quality and service for customers as well as ensuring a high level of conversion. The Operations Manager role involves ensuring that your team managers, along with the team members themselves, are driven to succeed, to ensure that the teams exceed targets. Based within a well-established, progressive company you will be rewarded with an annual bonus scheme, staff pension, private medical insurance, death in service scheme, enhanced maternity and paternity pay, long service awards and staff discount.
To apply for the Operations Manager role, you must have previous call centre management, proven leadership experience and success in managing people, driving change, have a proven track record in improving results alongside delivering outstanding service and quality.
•Accountable for all operational teams in the department. Deliver and monitor departmental key performance indicators.
•Accountable for optimum staffing at all times and ensuring each team has a balanced resource
•Accountable for recruitment across the operational teams, ensuring you advertise and recruit quickly
•Conduct regular reviews of Team Managers performance and manager underperformance
•Lead all teams to maximise conversions through the acquisition funnel – coaching and developing Team Managers to ensure sales targets are met/exceeded
•Maintain a high sales culture at all times, ensuring the teams focuses on conversion and capitalising on all opportunities to convert and improve lead time through the recruitment funnel
•Ensure a balanced scorecard bonus scheme is inherent and drives the correct culture, behaviours and performance level.
•Work in partnership with the Marketing team regarding marketing campaigns and initiatives.
•Work with the Customer Service team to measure the quality of the product to ensure a high quality end to end process
•Work in partnership with the Training team to ensure effective E-Learning is created to help the team react to customer demands, ensuring excellent levels of service are provided at all times.
• Identify areas for improved profitability and growth, making recommendations to the commercial performance managers
•Motivate, mentor, train and support team members.
The Operations Manager must have proven leadership experience and success in managing people, driving change, have a proven track record in improving results alongside delivering outstanding service and quality.
•Previous team management experience, gained within a commercial, contact centre environment
•Proven track record of working in a sales driven environment within the last 2 years.
•Change management skills
•Strong analytical skills
•Proven track record in motivating team performance.
•Excellent time management skills
•Ability to recognise problems and develop and implement solutions.
•Strong communication skills
Keywords: Manager, Operations Manager, B2B, business to business, Sales Manager, Customer Service, call centre, contact centre
Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies
We are acting on behalf of the client as an Employment Agency in relation to this vacancy
We are an equal opportunities agency and welcome applicants from all backgrounds