Job purpose
Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements. Responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies. You will manage a team of managers, training managers, and other direct reports.
Qualifications and Key Competencies:
Proven work experience as Senior Operations Manager
Essential Experience/Skills and Extreme call center management experience is essential to be a success in this role
Substantial experience within a similar role within an IT related contact center
Ability to demonstrate achievement of results e.g. business improvements, cost savings,
revenue generation
Excellent leadership, people management, communication and influencing skills at a senior level
Experience of working in an Outsourcing or contact center operation
Experienced in managing large multi-site /Multi skilled contact centers
Ability to build and maintain strong client relationships
Ability to demonstrate been able to translate business strategy into day to day delivery
Strong commercial understanding and previous accountability for profit targets
Setting and reviewing Quality performance standards
Setting and reviewing of organizational / productivity objectives in line with the commercial contract
Managing Client Engagement
Responsible for Business Continuity
Ability to manage and influence key stakeholders
Adequate knowledge of organizational effectiveness and operations management
Budget development and oversight experience
Working knowledge of budgets, forecasting and metrics
Ability to effectively communicate with all levels of the organization
Leadership and organizational skills
Duties and responsibilities:
- Oversee and direct the activities of a number of LOBs along with all Operations Manager and staff
- Responsible for a wide spectrum of duty and must be able to multitask with ease and proficiency
- Manage Operations Manager and Team Leaders to ensure program's productivity and customer satisfaction/client performance objectives are met efficiently
- Responsible for regular and often daily interaction with all the company departments, campaigns and the whole management team.
- Responsible for all aspects of operations which include but are not limited to monitoring operations staffing, provide temporary coverage and training; provision of excellent clientele service, problem resolution and the like.
- Develop individual & team goals and implement a plan to carry out objectives.
- Ensure compliance with all established policies and procedures
- Responsible for the Operations Lead and for the delivery of the overall operational metrics & sales targets.
- To proactively maintain regular engagement with key client contacts in line with client expectations.
- Ensure delivery of Client KPIs Target including day to day service level, customer experience, quality measures and compliance measures
- Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
- To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
- Successfully delivering and managing peak trading period in the retail industry
- Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
- The continuous identification implementation of operational best practice through interaction with the wider team
- Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
- Selecting, effectively managing and coaching Operations Managers
- Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
- Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key work stream
- Identifying and highlighting further opportunities for services and process improvements
