Contact Centre / Call Centre Operations Manager - Selkirk

Contact Centre / Call Centre Operations Manager

Location: Selkirk
Starting salary: Dependent upon experience. Excellent Benefits
Contract: Temporary, Full-time. There is a potential for this to become permanent.

We're seeking an enthusiastic Operations Manager to join HGS on a permanent/full-time basis. You will be joining a global award winning organization with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.

Job purpose:
To take primary responsibility for managing the day to day operations delivery of the account at the Selkirk site. The role has direct responsibility for operational and team management, quality, performance management and to build a strong working relationship with third parties to ensure they add value to the operational efficiency. In the management role, you will be reporting to the Site Lead and working alongside other Operations Manager's and will contribute to operational plans and strategies to maximise performance.

Knowledge/Previous Experience & Skills Required:

• Previous experience within a Contact Centre environment at senior management level
• Ideally experience in managing projects/campaigns
• HR knowledge – basic understanding of Employment laws and legislation
• Strong leadership and people development skills
• Ability to effectively interact with team members at all levels of the organisation
• Most importantly, willingness to work with strict planning, so we require full flexibility.

Key responsibilities required for this role:

Customer Service / Client Management:

• Take direction from the Head of Delivery.
• Working with the other Operations Managers to provide optimisations of resources and workloads.
• Manage any client/office complaints in relation to training effectively and in a timely fashion.
• Work closely with internal and external training partners to ensure an effective training strategy.
• Manage the operational plan which includes production hours, number of staff, quality metrics and quality assessment criteria.

Commercial / Financial:

• Responsible for assisting the Head of Delivery to ensure a successful and cost effective operations strategy.
• Review management reports and suggested resolutions in productivity, service quality and profitability.
• Ensure that the management of the project is delivery successfully and that new opportunities and value add initiatives are explored to meet the needs of the client
• Inform the Head of Delivery of any risks to the Company which may come to your attention (e.g.: competitor activities, service changes).
• Identify any cost saving opportunities and liaise with the Head of Delivery to implement.

Implementation & Procedures/Processes & Innovation & Development:

• Maintain and develop pertinent operational statistics.
• Ensure that all required activities are undertaken and managed to deliver up to date, documented processes in support of the organisation.
• Ensure that operational administration support tasks are co-ordinated and deliver added value to the front line teams.
• Develop & drive UK wide training material along with a UK training & development pro-gramme.
• Ensure all administration/logging/filing tasks are up to date and accurate at all times.
• Ensure all operational difficulties are responded to in an efficient and professional manner. Provide practical solutions to resolve any training issues while keeping the relevant client and/or account teams informed and updated throughout the process.
• Maintain and monitor the business' skills base to ensure suitable training & development is executed.
• Take ownership for all tasks, duties and/or responsibilities delegated to you. Ensure they are completed within the required timescales.
• Undertake any other reasonable tasks and duties as directed by your Line Manager.

Communication:

• Liaise and develop clear communications with all departments and support functions.
• Ensure daily/weekly updates and/or reports are provided within the timescales set by your Line Manager for all activity to include key statistics.

People Management & Team Working:

• Provide leadership, development and coaching of Team Managers.
• Provide inspiration to the team, through effective leadership, delivering motivation, encouragement, empowerment and pro-activity to achieve the required levels
• Encourage Team spirit within your team and Company as a whole.
• Provide support and assistance to your Line Manager.
• Promote a positive and professional environment at all times.

HR, Recruitment & Development:

• Ensure all Holidays, sickness, notes & other data are accurately logged on all systems.
• Liaise with the operations teams to provide feedback on new starters.
• Ensure all training issues brought to the attention of the Training Manager are dealt with accordingly and in a timely manner.
• Comply with all Company policies and procedures as set out in your Contract of Employment and within the Company Handbook.

We are looking for innovative, motivated and inspirational people to join us in Selkirk. Training will be provided for this role and throughout this you will learn the company processes, IT systems and most importantly, the staff.

***Due to the nature of our campaigns, some posts are subject to Criminal Disclosure and Credit Referencing checks***

Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.

Keywords: Contact Centre Operations Manager, Call Centre Operations Manager, Call Centre Manager, Contact Centre Manager.