Operations Manager

Operations Manager £38,000 per annum plus bonus

Are you an experienced manager at a senior level in a contact centre environment?
Do you pride yourself on motivated people at all levels?
Are you business minded and able to drive results through motivating a team?

If you have answered yes to the above then I would love to hear from you!

My client is a multi-award winning company in the travel industry, based in a fantastic city centre office. They are currently looking for an exceptional Operations Manager who has experience in managing a team of sales managers and a sales team, within a contact centre environment.

As an Operations Manager your role will be extremely varied and you will need the ability to adapt to any situation that arises. A small snapshot of the role is below;

• Accountable for Telephony and Live Chat teams within the Call Centre. Deliver and monitor department key performance indicators.
• Accountable for optimum staffing at all times.
• Accountable for recruitment for your team.
• Accountable for a fun and energetic environment
• Conduct regular reviews of Reservations & Web Team Manager performance
•  Lead the call centre to maximise sales revenue/ income per booking and coaching and developing Team Managers
•  Maintain a high sales culture at all times, ensuring the call centre focuses on conversion and capitalising on all opportunities to up-sell.
• Identify areas for improved profitability and growth, making recommendations to the Call Centre Senior Management team.
• Feedback to relevant department on improvements based on staff/customer feedback
• To ensure all team members adhere to FCA regulations
• Motivate, mentor, train and support team members
• Understand all organisation’s products, services, procedures, guidelines.
• Ensure that all HR and people management processes are managed in line with Company guidelines
• Manage the budgets in unison with Call Centre senior management with particular focus on recruitment costs.

In return for your hard work you will be given lots of company benefits such as;

• 33 days’ holiday (including bank holidays)
• An additional day off during the week of your Birthday
• Annual bonus scheme
• Staff pension
• Private Medical
• Enhanced Maternity and Paternity pay
• Long service awards - cash payments and increases in holiday allowances
• Staff discount holidays
• Free worldwide travel insurance
• And more…..

The hours of work are Monday to Friday 9:00am to 5:30pm however he successful candidate must be flexible to suit the business needs.

To apply please contact me today on 01244.405.100 or apply online and I will be in touch.

Emma Thomas-Higgs
Senior Consultant – Reed Chester