Operations Manager - Contact Centre
Job Title - Operations Manager
Contract - 3-5 months
Hours of work - Working 5 days out of 7 between Monday-Sunday 7AM-11PM, approx. 37.5 hours per week.
Salary - £40.000
Location - Nationwide, Working from home
Our Clients' Operations Managers are responsible for the overall performance and delivery of the Operational metrics within the contract.
They are used to exceeding targets, and will retain a very close eye on the numbers to ensure proactivity around items such as attrition, recruitment, scheduling and forecasting.
Our Operations Managers will inspire confidence in their teams and will love analysing problems, identifying issues & rolling out new procedures to the Operation all whilst maintaining Customer Satisfaction & employee engagement.
What will you bring to the role?
You’ll understand contact centre performance metrics and how these are used to effectively manage performance
Your communication skills will be excellent
You’ll be able to build strong and effective relationships with all departments and levels of employee
You’ll be able to organise and manage your time effectively whilst balancing multiple tasks and projects
You’ll be confident reading, analysing and interpreting reporting and MI
You’ll understand Commercials, Contract delivery, Profit Margins & Budgets & what levers to pull and when
What you have need to have done before:
You’ll have experience of managing contact centre environments of 100+ FTE.
You’ll have a proven ability to manage internal and external stakeholders to drive performance and growth.
You’ll have quantifiable experience of adding value to client programmes and delivering successful ROI outcomes.
You’ll have extensive experience of managing within budgets and understanding Risk Reward mechanisms.
Workforce Staffing are responsible agents representing employers throughout the UK with temporary and permanent placement services. We operate from several prime locations and are likely to have an office right near you. Our team offer a unique service tailored to match your precise needs and can assist you with the following job categories; Clerical and Administration, Call Centre, Customer Services, Sales and Business Development, Secretarial and PA, Professional and Management.