operations manager
Responsibility
- project manage campaigns to ensure delivery within agreed budgets, timescales and service levels, and to a high level of client satisfaction
- resource management including scheduling staff, long term planning, and management of recruitment, training and onboarding with a view to delivering growth
- in conjunction with the Data Manager, develop clear dialling strategies, efficiency, and productivity improvements
Show more +7 - collect and analyse contact centre trends and data for regular performance reports and internal meetings, and apply findings to improve performance
- communicate successes and areas for improvement across the company, including making recommendations to the client team
- regularly appraise and assess direct reports, developing a supportive environment to achieve shared team goals
- drive long-term performance and operational improvements across the contact centre and data teams through the development of operational strategy and vision, and ensure that training and development plans are maintained
- oversee HR processes alongside our external HR supplier, including sitting in disciplinary hearings and supporting the Fundraising Manager on day to day HR matters
- develop, implement and maintain operational policies and process guides to improve output and efficiency
- campaign KPIs
Requirements
- experience of an operations manager or contact centre manager role in an inbound or outbound contact centre
- experience of reading dialler reports and using data to make decisions
- be organised, able to multitask and be proactive
Show more +7 - clear and efficient communicator
- experience of managing projects, delivering goals, with superb attention to detail
- exceptional team-player
- able to manage effectively and support your team to get the best of out them
- ability to be flexible; respond positively to change
- work effectively under pressure and deal with conflicting priorities
- self starter who takes responsibility for their own work and actions
Benefits
- laptop
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