Operations Manager
- Employer
- Interaction Recruitment
- Location
- Coventry, West Midlands
- Salary
- 35000 - 45000
- Closing date
- 24 May 2019
View more
- Specialist Area
- Operations
- Sector
- Accountancy, Advertising & Creative, Automotive, Aviation, Banking, Finance and Insurance, Charities & Not For Profit, Construction, Consultancy, Customer Service, Defence, Distribution, Education, Electronics, Energy & Utilities, Engineering, Event Management, FMCG, Food Services, Healthcare, Housing, Human Resources, Information Technology, Internet, Insurance, Legal, Leisure, Management & Executive, Manufacturing, Marketing, Media, Military, Oil & Gas, Pharmaceutical, Private sector, Production & Operations, Professional Services, Public Relations, Public Sector, Recruitment, Retail, Sales, Scientific, Secretarial & Administration, Social Services, Telecommunications, Training, Transport & Distribution, Travel & Hospitality, Utilities
- Contract Type
- Permanent
- Hours
- Full Time
Operations Manager Required
Coventry
Interaction Recruitment is the UK's fastest growing independent recruiter with offices Nationwide. We are currently working in partnership with our client based in Coventry who are looking to recruit an Associate Operations Manager to join their team in a fast paced working environment. The role will be part of an aggressive growth plan that our client are currently in the process of across the next 6 months, meaning that the role will bring with it a number of exciting opportunities.
Role Overview:
- Manages the departmental operations for the call center.
- Interacts with client leadership requiring issue resolution.
-Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained.
- Plans, directs, supervises, and evaluates work flow.
- Conducts call pattern forecasting activities.
- Manages call list including verifying tracking processes, contact attempts, etc.
- Resolves systems problems that may affect departmental standards.
Duties of the role:
- Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards. --Monitors the time and attendance and adherence of policy for team members to include any necessary training.
-Coaches, develops and counsels existing team member to higher performance. Hires new team members.
- Conducts training for customer service processes for team members.
- Reinforces training (post classroom or on the job) through day to day interactions.
- Meets with Clients and Leadership team to participate in call quality calibration and operations meetings
- Collaborates with the Account management and/or other teams to ensure contractual requirements are met.
- Educates team members on quality assurance and productivity.
- Adjusts daily staffing work plans to meet business needs as changes occur.
- Creates and adjusts staff schedules to effectively manage volumes.
- Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
Experience Required:
- Typically a minimum of 4 years - related professional experience
- 1-2 years debit card experience
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