Operations Manager - Contact Centre

Contact Centre Management · Worksop, Nottinghamshire
Department Contact Centre Management
Employment Type Full-Time
Minimum Experience Manager/Supervisor

DDCOS UK are currently undergoing an exciting period of growth and therefore have a great opportunity to join our Contact Centre Operational Team.  We are looking for a natural leader, with gravitas and the ability to adapt in a fast paced changing environment. Ideally with utilities or energy industry knowledge. 


The role will support the business to achieve high levels of client satisfaction to strengthen client relationships and develop partnerships by:


  •  Overseeing the management of Project Manager’s and Production Teams ensuring high profitability through timely and effective delivery of SLAs and targets.
  • Leading and driving performance to deliver an efficient, effective and timely service
  • Demonstrate a high performance management culture throughout all teams, showing how success can be achieved
  • Supporting delivery throughout Operations by ensuring available resources are deployed efficiently
  • Play an active part in sales bids, including writing and presenting tenders


  Key Accountabilities


  • Identifying and driving operational efficiency and productivity opportunities, taking responsibility for delivering the outcomes from service improvement projects and subsequent continuous improvement activities
  • Ensuring the delivery of services are managed in accordance with the clients contractual requirements
  • Develop the operational team project managers to achieve and exceed challenging contractual targets
  • Improve overall performance by providing strong direction and development strategies, taking appropriate action when targets are not met
  • Support best practice, service delivery across the business
  • Support the Operations Director in ensuring effective financial management is in place to achieve revenue, profit and cash targets to meet business requirements
  • Lead change and continuous improvement programmes which deliver improved business performance and financial outcomes
  • Planning and implementation of new and existing client projects
  • Head up and design a structured weekly/monthly team meeting schedule which focuses on delivering and achieving team objectives 


 


Person Specification                                                       


Experience


  •  Experience of working in a commercial outsourced environment
  • Demonstrable skills in relationship and performance management
  • Experience of working with multiple clients and complex contracts
  • Solid and demonstrable understanding of  outsourced delivery and financial and budgetary management
  • Experience in planning and forecasting for a multi-functional Operations teams


 


Knowledge and Skills


  •  Ability to produce/create mechanisms which manage/monitor margins and budgets
  • Excellent verbal and written communication skills across a verity of media
  • Ability to mentor and develop effective and professional management teams
  • Excellent IT literacy with proficient understanding of standard office packages e.g. spread sheets, word processing, power point
  • Effective performance management skills
  • Excellent planning and organisational skills
  • Ability to manage conflicting demands and deadlines, particularly when under pressure


 Attributes


  • Self-motivated
  • Ability to learn new IT systems quickly
  • A real passion for people management, to empower, motivate and support their teams to ensure extraordinary customer service is consistently delivered
  • Act as a strong ambassador for the company in all dealings with external companies
  • Operations and client management and account development across multiple services
  • Flexible approach to working patterns and willingness to work on and travel to offsite assignments
  • Professionalism and discretion at all times
  • Promotes personal development within team and organisation


  

This is a UK based role so travel to our sites is required on a regular basis - this covers the whole of the UK, and may have some limited international travel. May be a requirement for some overnight stays. 


DDC Outsourcing Solutions are an equal opportunities employer


By submitting your application, you consent to DDC Outsourcing Solutions processing your personal data to consider your suitability for employment with DDC Outsourcing Solutions. You can withdraw your application at any time. Your personal data will be retained by us only for so long as is necessary to consider your application. If you are successful in the recruitment process, depending on the role that you have applied for, we may need to undertake screening checks on you and may need to pass your personal data to a third party. We will seek your permission before we do this. If you are successful and become an employee of DDC Outsourcing Solutions your personal data may become a part of your personnel file.

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  • Location
    Worksop, Nottinghamshire
  • Department
    Contact Centre Management
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor