Operations Manager - Maternity Cover

Woven ,
Bristol, Bristol
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Operations Manager - Maternity Cover Bristol Full-Time - Fixed Term Contract The Role * Job Title: Operations Manager * Job Type : Fixed Term Contract - 6-12 months * Location: Bristol * Hours : 37.5 hours per week - flexible in line with company needs Reporting into the Head of Site working within our newly rebranded department, you will be responsible for the daily running of the call centre. As well as, driving operational performance to ensure all client SLAs and KPIs are met, whilst inspiring people to deliver performance excellence. You will motivate, develop and inspire a team of 4 Team Leaders and 75 Call Centre Agents to ensure the highest levels of customer service are delivered to our client's customers. About You We are looking for someone who has a previous background in Operational Management, preferably from a multi-channel contact centre environment. You will be confident managing a large customer service team in a fast paced, ever-changing environment. You will have previous coaching experience with the ability to identify potential in people and develop that, to ensure you have the right people, in the right place, at the right time! You will be confident maintaining operational budgets, tracking spend and forecasting future spend. Duties and Responsibilities: * Manage operational budgets in line with performance targets * Previous experience in an operational management role * Maximise colleague productivity whilst ensuring that quality and compliance standards are met * Lead and motivate Team Leaders to work together and deliver outstanding performance within their teams * Work alongside key stakeholders across the business to ensure targets are achieved * Conduct regular performance reviews documenting discussions and performance improvement plans * Ensure Work Force Management are forecasting and scheduling demand in line with client requirements. * Lead operational implementation of new technology highlighting potential outcomes and solutions for all key stakeholders. * produce and deliver reports and presentations to a range of internal and external clients. * Build strong relationships with clients and be able to deal with potential conflict * Review working practices and processes and identify improvement. * Ensure that all colleagues are delivering Woven and client brand values. * Ensure all team members are equipped to use all tools and systems to maximise efficiency and drive KPI improvements Key Skills Required: * Excellent negotiation and communication skills * Self-motivated and results-focused * Strong relationship building both with internal stakeholders and external clients * Confident working in a face paced ever changing environment * Ability to plan and prioritise tasks for themselves, their direct reports and key stakeholders * Manage operational budget, track spend, explaining variances to budget and forecasting future spend * Proven leadership capability in excess of 50FTE * Experience of delivering and achieving industry KPIs Benefits * 25 days Holiday * 4 x Basic Salary Life Assurance * Eyecare Scheme * 5% Pension Employer Contribution * 5% Pension Employee Contribution * Up to 10% Performance Profit Share * Free Tea, Coffee and Fresh Fruit * Newly refurbished, central offices! Closing Date - 19th June 2020 To Apply Please send your CV to be considered for this opportunity to careers@wearewoven.com Please be aware that as part of the internal recruitment process, should you apply for a role, you are giving your consent to your employment records being accessed if requested. We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. If you have a disability or any reasonable adjustment that requires accommodation, please contact us.

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