Operations Manager

Operations Manager

\n

Contact Centre

\n

Nights - 4 on 4 off

\n

Chatham, Kent

\n

\n

This role, joining an established business with over 1500 employees, offers the opportunity to help shape the business for the future. The National Operations Centre covers all aspect of support within the business, to a range of national clients, and this role will play a pivotal role in improving the service it offers.

\n

\n

The role of Operations Manager includes:-

\n

\n
• Supporting the Out Of Hours provision, to a range of clients and employees
\n
• Managing your team of 3, ensuring KPI's and SLA's are hit on response times, customer service levels etc
\n
• Ensuring staffing shortages, operational issues, responses etc are prioritised and actioned
\n
• Monitoring and reporting on day to day operations
\n
• Suggesting improvements to help improve the department as a whole, helping to take the business to the next level
\n
• Identifying issues, and finding solutions to help improve the services offered
\n

\n

\n

To be considered for the role of Operations Manager, candidates should have:-

\n

\n
• Minimum 2 years within a Management role for a Contact Centre or Operations Centre
\n
• Strong organisational skills, with a proven history of prioritising issues
\n
• Experience of rotas, training, basic HR, 1-2-1's, succession planning etc
\n
• Problem-solving skills
\n

\n

\n

\n

The role offers training within their industry, but a background of managing an Out Of Hours team is essential.