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Echo-U have an exciting opportunity for an Operations Manager to join their growing team in Newcastle.

Job Title: Operations Manager

Location: Newcastle

Salary: £35,000 per annum

Hours: Between the hours of 8am-7pm Monday-Sunday, A flexible approach is required.

Operations Manager – The Company:

Established in 2001 and based in the heart of Newcastle's Quayside, Echo-U were formed in response to a market need for intelligent customer contact delivered by motivated and friendly people - a company who can manage business processes for leading brands.

We believe in a commercial philosophy of echoing our clients' brands, entrepreneurship, and working in partnership with brands we admire. High quality, high technology, lots of flexibility, dedicated teams, and a consultative and partnership led approach is a combination that works.

Our success has been gained by building a reputation based on trust, transparency and a service which provides long term good value for our clients. These clients trust us with their customers and their brands and range from owner managed organisations to true world leaders within their industries.

We fundamentally understand the importance of providing a quality service and this remains the core principle behind our business. Our staff are critical to the success of our service delivery.

A fantastic opportunity is available within our dynamic business for someone who is passionate about Customer Service to join our team as an Operations Manager.

Operations Manager – The Role:

Reporting directly to the Head of Service and Delivery, the successful candidate must be an inspiring and engaging leader, a confident and experienced Operations professional with proven experience in project and people management. The Operations Management team work closely with our clients so previous experience of account management would also be advantageous.  

Operations Manager – Skills and Experience:

- Inbound and Outbound Call Centre Management

- Experience of delivering high levels of employee engagement

- Strong people management skills

- Excellent verbal and written skills

- Self-motivated and well organised with the ability to prioritise workloads

- Quality Assurance

- Proven experience of using Management Information Systems

- Proven experience of HR Processes and Policies

- Proven experience of managing change

Operations Manager – Key Responsibilities:

- Day to day management of up to 150 contact centre advisors through the Team Leaders

- Inspire, motivate and lead a team to reach and exceed all KPI’s, providing a memorable customer experience

- Ensure service provided to customers both in terms of call quality and case management meets specific requirements of client brands

- Develop and coach individuals to reach their potential

- Leading a team of advisors through Team Leaders

- Continually improve the customer experience through quality monitoring and the implementation of new processes and procedures

- Oversee the accurate forecasting and planning of the customer contact, utilising reports to enhance the customer experience

- Work with internal and external teams developing effective working relationships with key stakeholders

- Lead by example demonstrating exceptional service levels

- Client liaison

This is an exciting, fast-moving and rewarding role. So, if you thrive on achievement, take pride in a job well done and above all display a can-do approach to successfully meet the needs of our diverse and interesting customer base we’d like to speak to you.

To submit your CV for this exciting Operations Manager opportunity, please click ‘Apply’ today!

Only apply if Employee Engagement and welfare is your priority and you can illustrate how you have inspired and developed a team. We are looking for a candidate who knows how to build a fantastic environment for people to work in.

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