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Operations Manager

Contact Centre

Nights - 4 on 4 off

Chatham, Kent

This role, joining an established business with over 1500 employees, offers the opportunity to help shape the business for the future. The National Operations Centre covers all aspect of support within the business, to a range of national clients, and this role will play a pivotal role in improving the service it offers.

The role of Operations Manager includes:-

Supporting the Out Of Hours provision, to a range of clients and employees
Managing your team of 3, ensuring KPI's and SLA's are hit on response times, customer service levels etc
Ensuring staffing shortages, operational issues, responses etc are prioritised and actioned
Monitoring and reporting on day to day operations
Suggesting improvements to help improve the department as a whole, helping to take the business to the next level
Identifying issues, and finding solutions to help improve the services offered

To be considered for the role of Operations Manager, candidates should have:-

Minimum 2 years within a Management role for a Contact Centre or Operations Centre
Strong organisational skills, with a proven history of prioritising issues
Experience of rotas, training, basic HR, 1-2-1's, succession planning etc
Problem-solving skills

The role offers training within their industry, but a background of managing an Out Of Hours team is essential