Operations Manager

Just Eat
04 Jun 2021
02 Jul 2021
Contract Type
Full Time
  • Department: Customer Services
  • Reports to: Senior Ops Manager - UK
  • Location: Sunderland, North East England
  • Salary: GBP45,000

The Opportunity
We are embarking on an exciting and ambitious insourcing journey to bring our customer service operations into our local markets. We're creating 1,000's of new Customer Services jobs across our business as we strive to provide our customers and restaurant partners with the best service.

We are passionate about creating vibrant, dynamic and inclusive working environments for our JET employees where everyone can bring their whole
selves to work each day and develop a brilliant career in customer services. At Just Eat Takeaway, our core values are "lead", "deliver and "care" - we aim to show this at all times as we strive to deliver the best service experience for our customers and restaurant partners. If you're passionate about providing the best customer service, take pride in your work and want to be part of a diverse and exciting team, then we want you to join us on our journey ahead.

We're looking for experienced operations managers who will be responsible for managing Customer Service team leaders and are excited about creating a dynamic and inclusive contact centre for our Customer Service teams. You will be able to balance driving the need for cost and efficiency with delivering the best outcomes for our customers. As part of the CS Ops management team you will play a key role in shaping the culture of the contact centre so we can attract and retain the best, most diverse workforce whilst also driving the right behaviours of our CS team to hit service levels consistently.

Important - due to the nature of our business where peak demands are in the evenings and weekends, you will work a shift pattern that is inclusive of unsociable hours and you will be required to work evenings and weekend shifts on a regular basis as part of your role. Our recruitment team will discuss this in more detail with you as part of the recruitment process.

Key Responsibilities

??? Responsible for the day-to-day management of a team of CS team leaders - driving work and attendance monitoring and ensuring appropriate measures are taken to resolve any issues on shift and escalations
??? Promote the JET values through leading by example and always promoting an inclusive, fun and safe working environment for all team members
??? Analyze and maintain all operational performance across your teams; implement improvement plans proactively as needed
??? Maximize operational efficiency and effectiveness across all lines of business
??? Selecting, training, developing and managing performance of direct reports and their wider teams; including planning and assigning work for staff in accordance with the our CS policies and processes
??? Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
??? Drive a strong operational management cadence including regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

??? Create a world class work environment through employee engagement; resolve employee relation issues in a professional and timely manner
??? Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA, etc. - and partner to define action plans that resolve issues and drive continuous improvement
??? Implement best practice to, drive consistent performance, evaluate staffing needs
??? Lead and implement local projects as necessary to drive operational improvements in partnership with leadership + ops & business support functions

Required skills and experience

Your Profile & Experience

??? Significant experience managing team leaders preferably within contact centre environments
??? Demonstrable ability to coach and develop teams and provide regular effective feedback with clear action plans to maximize performance
??? Proven track record of consistently achieving operational targets
??? Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to drive continuous improvement
??? Work well under pressure and follow through on items to completion while maintaining professional demeanor and being a role model of our values
??? Excellent communication skills, both written and verbal. Ability to effectively present information to large groups as well as senior management stakeholders
??? Data driven with an innate attention to detail to identify operational/performance issues. Able to coherently report and articulate problems and able to build plans in order to drive resolutions.
??? Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented contact centre environment
??? Exceptional people leader, able to motivate, engage, inspire with demonstrable ability to mentor, coach and provide direction to team leaders
??? Willingness to work a flexible schedule