12-month FTC (maternity cover)
40 hours per week covering 8am-8pm inc. weekends
Salary - up to £55k + car or car allowance

We have a great opportunity for someone to join the services team as a Contact Centre Operations Manager on a 12-month fixed term contract, reporting directly to the department director. This role is pivotal in ensuring the highest standards of quality and productivity in our call centre operations, directly impacting customer satisfaction and service delivery.

Leading by example, you will oversee a team of circa. 180FTEs, and directly monitor performance of circa. 6-line managers, implementing strategies to enhance efficiency and effectiveness of the service. You will define and monitor KPI’s across a range of functions with the aim to improve process and enhance patient interactions whilst developing a diverse and inclusive team culture. Overseeing the budget allocation, you will play a significant part in managing headcount across the teams and ensuring cost-effective use of resources, whilst still maintaining high standards.

Role of the Operations Manager:

• The role includes line responsibility for all third, second, and first-line teams as well as the planning and forecasting team.
• Manage the day-to-day performance to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Lead, inspire and co-ordinate the Services Management Team at all levels to create motivated and engaged colleagues.
• Responsible for the recruitment, training, induction, and coaching strategy.
• Build effective resource plans to ensure all KPI’s and SLA are achieved.
• Manage absence and attrition levels to an acceptable level.
• Maintain headcount levels within budget by building effective resource and recruitment plans.
• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs.
• Constantly review performance, looking for ways to improve this by reviewing team performance levels and processes.
• Attend regular management meetings.
• Ensure the performance management and appraisal process are effectively managed throughout the department including conducting your own teams 1-1’s and appraisals

Candidate Experience:

• Extensive call centre operational knowledge essential
• Exceptional leadership skills and KP management
• Strong analytical and communication skills
• Ability to work well under pressure and as part of a team
• Be able to prioritise workloads
• Must be able to multitask and cope with complexity
• Ability to create and present presentations, using PowerPoint
• Experience in holding staff appraisals and team meetings

Benefits:

• 33 days annual leave (inclusive of bank holidays)
• Refer a friend scheme
• Contribution based pension scheme
• Life insurance
• Bike to work scheme
• Discount & cashback portal
• Onsite gym & cafe