Operations Manager

Administration & Clerical jobs >> Management




Operations Manager Required

Interaction Recruitment is the UK's fastest growing independent recruiter with offices Nationwide. We are currently working in partnership with our client based in Milton Keynes who are looking to recruit an Associate Operations Manager to join their team in a fast paced working environment. The role will be part of an aggressive growth plan that our client are currently in the process of across the next 6 months, meaning that the role will bring with it a number of exciting opportunities.

The role of an Operations Manager

Manages the departmental operations for the call centre
Interacts with client leadership requiring issue resolution
Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained
Plans, directs, supervises, and evaluates work flow
Conducts call pattern forecasting activities
Manages call list including verifying tracking processes, contact attempts, etc
Resolves systems problems that may affect departmental standards.

Duties of the Operations Manager

Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards
Monitors the time and attendance and adherence of policy for team members to include any necessary training
Coaches, develops and counsels existing team member to higher performance. Hires new team members
Conducts training for customer service processes for team members
Reinforces training (post classroom or on the job) through day to day interactions
Meets with Clients and Leadership team to participate in call quality calibration and operations meetings
Collaborates with the Account management and/or other teams to ensure contractual requirements are met
Educates team members on quality assurance and productivity
Adjusts daily staffing work plans to meet business needs as changes occur
Creates and adjusts staff schedules to effectively manage volumes
Provides recommendations to reduce and/or eliminate issues that impact overall service quality

Experience Required
Typically a minimum of 4 years ? related professional experience
1-2 years debit card experience

If you are looking to kick start 2019 with a new career- then click APPLY NOW
  • 1
  • Negotiable
  • None
  • None
  • CV-284820
  • Permanent
  • 0

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