Skip to main content

This job has expired

Operations Manager

  • Salary: £50,000 £60,000 + Benefits
  • Location - Preston
  • Full time, Permanent

My client is a part of a multi-billion dollar organisation who has been offering business process management (BPM) solutions for more than three decades. A leader in customer experience management, this company makes it there mission to optimize the customer journey to make its clients more competitive. My client has built expertise focusing on customer relationship management, back office processing, contact centres, data analytics and HR solutions. To date, they are currently partners with 190 of the world's top brands for core BPM services.

The role and responsibilities:

  • Overseeing subtracted projects and operations
  • Manage call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Monitor staff performance through appraisals, performance reviews, setting personal development plans in order to develop staff and maximise talent potential.
  • Identify staff development and training needs and address them.
  • Develop a culture of 'team working' to ensure smooth operations, consistency and process improvements where possible.
  • Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
  • Supervise direct reports in line with company policies.
  • Recruiting and training highly effective agents
  • Put in place a strategy to enable the company/team to achieve its targets
  • Development and growth of new business
  • Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
  • Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees

Personal specification:

  • Previous experience within a high volume outsourcing contact centre at senior management level is essential
  • Display an excellent level of communication and interpersonal skills with the ability to manage people.
  • Ability to develop an effective team environment encouraging development and progression.
  • Skilled in leading with initiative and inspiration.
  • Self motivated with strong decision making skills
  • Proven experience in achieving targets set

How to apply: If you are looking to join a growing company with the opportunity to progress and develop your career then this could be the right role for you. If you are interested in applying then submit your CV by applying online or email

Keywords: Sales; Team Leader; Customer Service; Customer Service Manager; Operations Manager; Outsourcing

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert