Operations Manager in Edinburgh - Manpower

Job Overview

Edinburgh, Scotland
Job Type
Full Time
£40,000 - £50,000 Per Year
Date Posted
4 days ago

Additional Details

Job ID
Job Views

Job Description

Manpower recruiting on behlaf of our highly reputable global client for an Operations Manager to join their Edinburgh based contact centre. This is a fantastic opportunity to join an expanding company providing global Multi-Lingual customer services within the travel industry.

Key Roles and Responsibilities

Work with management team to ensure projects launch and accomplish successfully
Ensure targeted operations KPIs are achieved
Maintain a high level of customer satisfaction through consistent quality service delivery
Provide leadership, guidance, and coaching to team members to maintain high morale
Be accountable for ensuring that all operational performance measures are consistently achieved/exceeded
Maintain and improve customer satisfaction across all channels and products
Accountable for managing absence, attrition, and adherence within the teams
Measuring performance of the key Team Members against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through one-to-one coaching and devising appropriate action plans
Responsible for maximizing team productivity
To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place
Analyse, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements
Develop excellent working relationships across all functions within the business and management of conflict situations

Key Skills and Characteristics

Commitment to excellence
Committed to data driven decision making and result oriented
Clearly communication skills
Solid knowledge of call centre management tools includes monitoring skills, coach skills, telephone, and other technology etc.
Ability to deliver quality results under pressure
Fluent spoken and written English
Proficient in MS office tools
5+ years managing and coaching contact centre teams more than 50 members
Understand different cultures, experience of working in a multicultural environment is preferred
COPC/6 Sigma/PMP experience is preferred
Bachelor's degree is preferredInterested? Please forward your CV in the first instance


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