Job Title: Director of Operations
Department: Operations
Management Responsibility for: Contact Centre Managers and others
Travel Required: Yes
Reports to: VP of Delivery
Location: UK
Contract Type: Permanent
The Job
To be responsible and accountable for the performance of a call centre(s) to include achievement of financial targets including revenue generation, operational profitability and margin delivery, service levels, client requirements and KPIs. To lead, develop, motivate, manage and organise a number of teams across different client requirements through development of a high-performance culture. To be an effective member of the senior management team.
Experience
- Extensive knowledge and experience of successfully operating at a senior level in a contact centre environment
- Knowledge of Financial Services and associated regulatory environment
- Extensive knowledge and experience of managing multiple complex campaigns delivering to client requirements maintaining excellent client relationships to enable growth.
- Proven track record in achieving financial targets including revenue, profit and margin achievement.
- Proven track record in achieving non-financial targets including grade of service, client specific KPIS
Qualifications
- At Least 2 years at Contact Centre Management level or equivalent
Skills/Personal Attributes
- Excellent communication skills
- The ability to build a culture of openness, achievement and commercial success
- Proven track record in leadership of successful teams.
- Must be able to work independently with remote management.
- Displays vision in identifying new business opportunities with existing and potential clients for the benefit of the business and commercial awareness to drive these forward.
- Committed to the delivery of a high level of customer service, able to establish strong working relationships with customers understand their needs and deliver commercial success.
- Demonstrates the ability to challenge traditional approaches and looks for better ways of working.
- Solid commercial awareness and the ability to act commercially to avail of profit opportunities in the short and longer term.
- Drives for results and conveys urgency in driving issues to a conclusion.
- Ability to persuade and influence others with proven negotiations.
- Inspiring leader who can build a high morale, high performance culture
- Influences others and adds value in the delivery of the operational goals and targets.
- Actively contributes to the development of skills of others by managing their performance, providing constructive feedback and providing development opportunities.
- Good understanding of call centre technologies and proven experience of optimising the same.
- Succession planning
Key Results Area
Achieving Financial & Non-Financial Targets
- Drive centre profitability through dynamic process management, enhanced resource utilization, ensure the operational financial goals for the centre are met on a month by month basis and contribute to the overall financial objectives of the company.
- Proactively analyse industry needs/trends and make recommendations to the Board as the need arises.
- Work closely with the Client Services function to assess the potential development of existing client contracts and to drive performance to achieve such potential.
- Identify and control business costs, recommend and implement improvements of budget performance and improve control mechanisms in conjunction with the Commercial function.
- Work effectively with the Sales & Marketing function to take maximum advantage of any potential development of new clients.
- Design, develop, deliver and monitor client, internal processes and KPIs.
- Introduce robust and effective change controls in an environment where the situation is complex, continually changing, and difficult to analyse and control.
- Identify opportunities to improve productivity
Effective Operational Call Centre Management of a call centre site.
- Manage call quality, staffing levels and workflow to ensure maximum productivity, call and data handling efficiency.
- Liaise with all departments to ensure KPI/SLAs are achieved.
- Provide knowledgeable reference point for problem resolution and escalated contacts.
- Ensure valid information is provided in handover to incoming duty manager and relevant others.
- Identify and implement improvement actions within remit to maximise outputs of team.
- Act as the recognised expert on TOPS at the site ensuring all management comply with TOPS, promoting and supporting TOPS.
- Build a culture of effective two way communication using appropriate tools.
- Engender a culture of two way communication that makes employees feel that their opinions are considered.
- Ensure decisions made are explained and are effective
- Ensure open and honest communications are fostered through multiple channels and communication skills of team members are developed.
- Ensure team members know who the operations management team are and that management are available to team members.
- Develop and utilise a variety of communications methods to ensure that all team members receive appropriate and timely information regarding individual, campaign, site and company performance
- Build a culture of feedback and continuous improvement across the site or operational area incorporated into Company framework of monitoring, coaching and performance development.
- Make employees feel valued, ensuring that attrition targets are met and positive
- Employee Survey feedback is achieved as well as building a high performing culture of positive employee relations where employees are actively engaged in the business.
- Ensure employees are encouraged to remain with the company through a range of interventions including risk assessment of potential leavers, internal career development opportunities, succession planning.
- Create a positive climate on the team through effective communications, team building, clear focus on objectives and regular feedback.
Management of External Relationships / Suppliers
- Maintain and grow the business relationship with professional bodies.
- Proactively raise the Company profile within the marketplace both in terms of business and recruitment activity.
- Build excellent relationships with client contacts as an enabler for market growth.
ISO Standards
- Provide management direction and support for information security in accordance with business requirements and relevant laws and regulations
- Support the organisation in identifying security requirements and assess the risks and threats.
- Once risks and/or treats have been evaluated you will be responsible for being part of the decision-making work streams to agree and select the most appropriate controls that are presented to you.
Competencies Required
- Leadership
- Managing Performance
- Planning & Organising
- Corporate Awareness
- Developing others
Salary up to £70k
