Senior Operations Manager

Recruiter
Webhelp
Location
Cardiff, Wales
Salary
£35000.0 - £38000.0 per annum + Excellent bonus and benefits package
Posted
18 Oct 2017
Closes
03 Nov 2017
Ref
04757
Contact
WebHelp UK
Sectors
Customer Service & Call Centre, Customer Service Manager
Contract Type
Permanent
Hours
Full Time

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Senior Operations Manager - Cardiff

We're currently hiring within our Cardiff location offering a salary of up to £38,000 with the ability to increase your earnings by an additional £1,000 per month based on performance.

Located close to the Principality Stadium we are in the heart of Cardiff City Centre with great commuter links and fantastic amenities on our door step.

Your New Company

As one of the UK's fastest growing customer experience outsourcers, Webhelp is leading the way in an ever-changing world of communications. We're always looking to bring people on board who understand the importance of leading by example, put the customer first and want to join the team to deliver outstanding customer service.

Your New Role

Reporting to the Head of Service, the Senior Operation Manager will be an excellent leader, who is able to motivate employees and drive performance in fast paced, dynamic contact centre environment.

Providing inspirational leadership, a thirst for delivering high calibre customer service and a flair for sales, you will work with real time management in order to deliver outstanding levels of service and employee engagement.

What You Will Do

  • Drive the operational performance of team leaders conducting regular 1-1 meetings, encouraging the implementation of innovative and creative strategies
  • Share best practice balancing task, people & results to set clear goals and objectives for the team to increase performance
  • Strengthen our real-time performance culture by injecting high levels of energy, focus, responsiveness and engagement resulting in delivery of industry leading NPS scores
  • Has daily interaction with client regarding performance requiring strong senior stakeholder management skills
  • Create a uniquely collaborative culture ensuring each team leader takes ownership of the customer experience their advisors provide
  • Create a culture of success by positively contributing to planning, finances, budget and policy formulation

    • What You Will Need To Succeed

  • Previous experience of managing leaders at a senior or operational level within a fast paced environment
  • Able to embrace change positively, be solution orientated, decisive, credible with integrity and presence
  • Driven to lead, coach, develop and motivate an operational team, setting clear and stretching performance goals, agreeing recovery and action plans when necessary
  • Strong communication, problem solving and decision abilities
  • Excellent senior stake holder management skills are paramount
  • Flexibility to cover operational working hours

    • What You Will Get In Return

    A competitive salary plus benefits package including employee discounts & reward scheme, childcare vouchers and bonus opportunity. We also offer great progression opportunities, plus a generous holiday allowance.

    What You Need To Do Now

    If you feel you have the skills and experience to match the profile for this role click "Apply" now we would love to hear from you.

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