Working within the head office of one the worlds largest health and fitness club groups we are seeking an experienced Operations Manager to provide effective leadership, management and business performance optimisation across a multi-skilled, multi-channel contact centre.
Reporting to the Head of Customer and Business Services you will have a direct reporting line of 4 managers and an overall FTE of 75 whose functions include internal and external Customer Service, Administration, Training and MI.
Key Responsibilities will include:
Overall operational management across the team to optimise business performance
Working closely with key staff to develop and lead a successful team of engaged and empowered staff with regular performance and quality reviews.
Workforce management, cross-team knowledge and expertise sharing and effective succession planning across the department.
Work with key internal stakeholders to assist in the continued development of the Department, to ultimately deliver an outstanding customer experience, increase revenue, improve efficiency and staff morale, as well as championing improvements to internal systems, and services.
Experience:
We are seeking a proven operations manager with exceptional leadership skills, a sound knowledge of contact centre systems and a demonstrable track record of delivering exceptional customer services through teams
A strong people manager you will have a sound background of developing an engaged, positive and effective team of staff collectively focused on continuous improvement of the customer journey.
You will also have exceptional communication and influencing skills to 1) assist in the development of key business strategies alongside internal stakeholders and 2) deliver and implement these strategies across the team.
Reward
Highly competitive salary and benefits package is on offer for this role as well as the opportunity to work for a highly successful global brand with excellent long-term career opportunities
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