Director of Operations
10 hours ago
Leeds
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, • 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., • 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 • 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 #LI-CW1