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Manpower
,
Edinburgh, City of Edinburgh
Operations Manager
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Contract Type: Permanent |
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Salary: £40000 - £50000 per annum |
Overview
Manpower UK are currently recruiting on behalf of our Global Travel Client for an Operations Manager to join their Contact Centre in Edinburgh. Working from our clients award winning offices in the centre of Edinburgh, you will lead, manage and develop a group of Team Leaders to maximise their potential both individually and collectively in the delivery of campaign-specific KPIs and SLAs. You will be analytical, technically skilled, innovative, hands-on, and customer-obsessed, you will drive efficiency and drive a smooth operation to ensure our team are delivering exceptional customer experience to our customers and you will be driving innovation. You will be working with your peers in the operations leadership teams and project teams both within the UK and overseas, to help resolve our customers travel issues, and be part of tour clients mission to be world's largest leading online travel agency. This is a great opportunity to be part of a team and initiative that is at the very start of its journey. You will be part of the core team that will design, build and implement a Global Contact Centre Network which will exceed our customer's expectations. You will also be: Accountable for ensuring that all operational performance measures are captured and provide feedback during site performance calls Maintain the highest levels of client and customer satisfaction across all designated campaigns, Call, Chat and Email. Demonstrate strong analytical and problem solving skills Excellent communication and interpersonal skills Experience of working in pressurised and dynamic operational environment Experience managing data and developing performance metrics. Ability to handle changing priorities and use good judgement in stressful situations. Accountable and responsible for controlling and managing absence, attrition and adherence within the teams Measuring performance of the Team Leaders against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans. Ensure that quality is a key team driver which underpins all operational performance. Take responsibility for ensuring that all individuals within the team consistently achieve/exceed all performance measures. Responsible for maximising team productivity. Drive a culture of continuous improvement within the team encouraging innovation and proactively making appropriate recommendations to the General Manager. 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 General Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements. Developing excellent working relationships across all functions within the business and management of conflict situations. Conduct regular team briefings. Manage a cross-functional team of team leads, advisors, business coaches, trainers Management of daily/weekly metrics and performance reporting. Ownership, deep dive and a holistic overview of the contact centre operation; identifying areas of improvement and weaknesses, that would impact the customer experience and establish robust fix to mitigate future instances. Review the forecast on a daily/weekly basis; create and manage the plan to provide best in class service. Build strong relationships with both internal and external stakeholders. Liaise with various teams to define, build and deploy a product to delight our customers. Experience & Qualifications 2 Years managing a large cross functional team Knowledge and experience of Customer Contact Centre Demonstrate strong analytical and problem solving skills Excellent communication and interpersonal skills Experience of working in pressurised and dynamic operational environment MS Office experience, with intermediate level in Excel. Experience managing data and developing performance metrics. Ability to handle changing priorities and use good judgement in stressful situations. 4 years' experience in travel industry, and/or customer service environments. Interested? Please forward your CV in the first instance.