Operations Manager at Foundever

YOUR MISSION

• Your mission as Operations Manager will be to plan, coordinate, and direct service delivery for one or more of our clients.
• The focus of this job is on achieving results that are aligned with the larger picture of the organisation and its strategic goals.
• You'll be responsible for ensuring client and end customer satisfaction levels, as well as profitability goals are achieved and maintained.
• We're looking for someone who enjoys getting things done quickly and handling a variety of activities. Self-assurance and the confidence to purposely drive toward results while constantly problem-solving and engaging the commitment of others is essential.

ABOUT YOU

• It is essential you have a passion for management and customer service in order to create an environment for success through regular coaching, engaging, and motivating your Team Managers.
• It is also important that you are a confident and experienced leader, with great problem-solving skills that can effectively deliver in a fast-paced and changeable environment.
• You will be a self-assured competent manager with experience in driving KPI performance, client management, and understanding financial budgets, forecasts, pricing models, and bill-to-pay. You will be able to establish robust working relationships with both internal and external stakeholders.

KEY RESPONSIBILITIES

• Lead teams to meet and exceed business objectives (client and corporate service, quality, and contribution goals, as well as financial, metric, and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site.
• Line management responsibility for coaches/team managers who are responsible for managing day to day operations of a team of agents/advisors handling customer questions and issues.
• Undertake formal monthly performance reviews and one-to-one meetings with direct reports against KPIs and behaviours. This includes regular observations.
• Action commercial decisions affecting P&L
• Create budgets/forecasts and tracks financial performance against plan.
• Responsible for the accurate tracking of costs related to, or billable to, the client
• An understanding in which operational levers to pull in order to positively impact financial and operational performance.

FURTHER RESPONSIBILITIES

• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to Operation performance.
• Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded. Managing client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to the required quality.
• Prepare, analyse, and present data to the client as part of monthly, quarterly, and annual business reviews.

YOUR PROFILE AND EXPERIENCE

• Leadership: Strong leadership skills with the ability to manage multiple teams and large groups of people.
• Expertise: Minimum of 2 years experience in a Contact Centre Operations Manager role.
• Communication Skills: Excellent Interpersonal/communication skills, communicating at all levels.
• Ability: Good numeric and verbal reasoning skills.
• Critical-Thinking: Effective problem-solving skills.
• Employee Performance: Performance Management skills.