Operations Site Manager

Job Profile

Job Ref - 001204
Job Title - Operations Site Manager
Location - Shannon - Ireland
Salary - £40-60k DOE 

Details:

Fantastic opportunity to join the UK's most innovative IT services and outsourcing provider in this key Operations Site Manager position with responsibilty for the full operation at one of their 3 large contact centre UK sites

Working for both the public and private sector, this organisation has earned a strong reputation within local government, travel and tourism, retail financial services and healthcare.

They design, build and operate an integrated end-to-end suite of IT and business process services, meeting the needs of public and private sector clients through cost-effective shared service platforms. They support their clients through a network of offices and centres of excellence throughout the UK, Ireland and India, employing over 1,000 staff.

This position reports to the Operations Director and is responsible for full Operations Delivery and Performance

Essential Qualifications:

• 6 years call centre experience at senior level.
  
• Strong people manager with exceptional interpersonal skills.
  
• Experience of delivering inbound/outbound call centres at senior level.
  
• A strong understanding of the call centre environment and the commercial environment in which it operates.
  
• Experience of working in the Financial Services Industry will be a great advantage.

JOB SUMMARY

• This role will incorporate ownership of the operational delivery of the inbound and outbound outsourced customer service solution for the site.
  
• A high level of flexibility will be required to ensure delivery of all operational elements of the business as per agreed Key Performance Indicators.
  
• The Operation Manager will be expected to undertake a Client facing role whenever necessary; this may be at the sales stage when it is deemed relevant to give the Client exposure to the Call Centre Environment.
  
• There will be a high level of day to day operational management involved, the Operations Support Manager/Team Coaches/Leaders will report directly into this position.

KEY TASKS

• To manage and own call centre costs to agreed budgets.
  
• Ultimate ownership of call centre performance and communication of the performance information to the Ops Director.
  
• Day to day operational management of the call centres with responsibility for client escalations and development of the Site Business Leaders.
  
• To develop an operational plan which includes hours worked, amount of staff required (FTE's.) schedules staff according to skills, Inbound, Outbound etc.

Working Hours: Flexible 35 hours per week on a rota basis 8:00 - 20:00 Monday to Friday (some occasional Saturday and Sunday working may be required)

Package:

£40-60k Depending On Experience + Bens

Contact f.randle@cactussearch.co.uk or 01905 330 781