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Gleeson Recruitment Group are seeking a highly experienced and driven Head of Operations, with a background in Outsourced Contact Centre leadership.
You will be responsible for coaching and mentoring a team of up to 250FTE, developing and delivering efficient business plans, covering clear service strategies, operating costs, turnover, cash flow and profit generation.
Establish mechanisms to measure client satisfaction, set and measure performance indicators established in client SLA's
Be confident to deliver monthly performance board reports at client and organisation level
Management of operational budget and ensure adherence to people related budgets; translating business targets into meaningful and individual targets with quality measures
Adopt a partnership approach with customer/client to actively improve processes, systems and service
Preparation and presentation of new plans, initiatives, proposals, and creative solutions in high-level and departmental meetings
Promote effective team working to deliver exceptional service quality; coaching and mentoring your direct reports to excel in commercial awareness and contractual service delivery
Integration of client feedback into operational delivery to ensure continuous improvement and added value to result in additional revenue generationYou will need to:
Demonstrate experience of managing large teams in Call Centre/Collections, managing a large department budget of c£5m+
Be experienced in implementing core systems or managing associated change of systems & processes
Create an environment that nurtures and rewards creativity, innovation, learning, growth and development
Experience in managing client relationships
Strong commercial acumen
IT Literate (MOS)
Be resilient & proactive in approach, operating with integrity and honesty
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