Operations Director (Contact Centre)

• Role – Operations Director
• Type – 12 months fixed term
• Salary – £90-100k base plus benefits
• Location – Manchester (3 days p/week onsite and 2 days remote)

We are currently looking for an experienced, dedicated and passionate Operations Director with a background in Contact centres for our client in Manchester, on a 12 months fixed term contract.

Responsibilities:

• Define and gain approval for the future customer service strategy in line with company vision and goals
• Develop a plan with the contact centre management team to execute against this strategy

Strategy will cover the follow areas:

• Improving the overall post-book customer experience, driving self-service wherever possible
• Working with the Finance team to develop a long-range plan achieving a reduction in service calls and growth in offline revenues
• Working with the People team to drive talent and culture initiatives to develop a high-performing team through hiring, promotion, and performance evaluation and feedback for direct reports
• Updating the business on contact centre trends and applying best practices to areas of improvement, particularly with the implementation of new tools to increase our service delivery and outsourcing
• Working with the management team to drive employee engagement and satisfaction by creating career paths for our people and improving the employee experience

You’ll be a great addition to our team if you have the following skills, knowledge and experience

• Extensive experience in customer service or operations, where delivery for customers is complex and high stakes, both in mature businesses and in businesses where you have had to drive transformation i.e., scale-up
• A strategic thinker with experience of defining strategy and executing across the business
• Experience in building high performing teams
• Effective stakeholder manager, able to develop and obtain buy-in for long-term strategies. Able to effectively represent the department at board level
• Cross functional collaborator & influencer with a diverse and multi-functional team
• Must be a self-starter, capable of manoeuvring through an organisation that is increasing in sophistication
• Working knowledge of customer service software, databases, and tools
• Advanced troubleshooting and multi-tasking skills
• Excellent verbal and written communication skills
• Data literate, able to use data beyond ‘averaging’ to improve our customer experience, and to forecast effectively, identifying changes in customer behaviour that will impact workloads
• Able to be reactive and work at fast pace, building for the future whilst delivering for today

Please note – we cannot offer sponsorship for this role.