Call Centre Operations Manager

The Role:

To pro-actively manage the Operational Department (which encompasses all pet and breakdown product activities) on a day to day basis. Drive improvements in systems and increase efficiency in the business to maximise return on investments and colleague performance. 

To support, develop, train, coach and mentor Team Leaders and managers to reach their full working potential.

Responsibilities:

Strategic:

•Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis 
•Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions
•Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks & benchmarking

Leadership:

•Ability to inspire staff and act as a role model who acts with integrity
•Lead the service delivery of the Contact Centre adopting a hands-on approach in the pursuit of delivering outstanding results for the business and consumers Drive performance through inspirational leadership, creating an innovative culture by continually up-skilling the capability of Team Leaders & Product Managers to future proof leadership capability within the department which enables effective succession plans
•Clearly communicate the strategic plan with Team Leaders and gain their full buy in and participation in achieving the company goals
•Accomplish Call Centre human resource objectives by recruiting, selecting, training, assigning, coaching, counselling, and disciplining employees; assist Team Leaders & Product Managers in administering effective shift patterns; communicating job expectations; planning, monitoring, appraising & enforcing policies and procedures 
•Empowering Team Leaders & Product Managers to accomplish organisation goals, thereby accepting ownership of all operational departments 
•Ability to translate business strategy into delivery through clear KPI and Objective setting

Operational:

•Identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organisational strategic plans and reviews
•Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs
•Monitor the performance of third parties and stakeholders who support and work with the operational department
•Manage complex Project plans maintaining the integrity of the project and delivering on time through working with and managing the project team to tight deadlines
•Produce trend analysis to increase efficiency and improve consumer service
•Complete management reporting as required in a timely manner where evidential data is produced to support set KPI’s
•Lead implementation of an effective resource plan to ensure that resource is fully utilised, and any contact demand is effectively covered and within departmental budgets
•Take the lead on identifying and driving down customer friction working alongside department stakeholders fostering a culture of open two-way communication with teams and team members to ensure there is a well-defined communication and engagement plan across all operational teams
•Excellent verbal and written communication
•A practical thinker who takes pride in delivering work to a very high standard, right first time
•To effectively prepare, present and control meetings both internally and when required externally. Within the meetings be able to extract specific information or outcomes by controlling the direction and content of the meeting.
 
Skills:

• Strategy implementation
• Highly developed ability 
• Excellent leadership skills 
• Highly effective written and verbal communication skills
• Advanced customer service skills
• Improving Efficiencies by investigating data and MI
• Dedicated to enhancing the skills and effectiveness of Team Leaders 
• Attention to detail
• Able to challenge the current thinking
• Ability to work under pressure in a fast-paced environment
• Assertiveness and confidence
• Excellent interpersonal skills
• Excellent IT skills
• Ability to interpret data and reports provided by the analytic team 
• An excellent knowledge of Call Centre Operational systems and functions
• Project Management Knowledge specifically different delivery frameworks
• Solid HR and People Management experience
• Previous Management experience is essential
• Can work both independently & collaboratively
• Innovative

 
Further information

 As well as a competitive salary we offer the following benefits -

• Competitive holiday allowance with the annual option to buy additional days 
• Death in Service benefit of x4 salary
• Company pension scheme
• Enhanced maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes 
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
• We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
• PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
• Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
• PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

 
We are proud of our success and growth and have been recognised for many industry awards across our business.  If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you.  PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB. 
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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