Senior Operations Manager

Role: Senior Operations Manager
Location: Manchester
Salary: 60,000-65,000 + annual bonus + benefits
Full Time, Permanent

CCA Recruitment Group are delighted to be partnered with a leading global BPO who are looking to recruit a brand new Senior Operations Manager, based at their Customer Operation in South Manchester.

You will play a key role in leading the service teams within an operation of circa 60FTE. The focus of this role is to drive performance and motivate your teams to meet quality and productivity targets, creating a positive culture and constantly striving for best practice and process improvements.

Ideally, our client are looking to hire someone with a background and knowledge of the Utilities industry.

Duties of Senior Operations Manager:

• Team Management: Lead and manage teams, ensuring quality and productivity targets are consistently met.
• Employee Engagement: Develop and implement strategies to reduce attrition and enhance employee satisfaction, maintaining close communication with team members to understand and influence their needs.
• Performance Reviews: Conduct documented monthly performance reviews of Agents and Assistant Managers, and lead quarterly and annual appraisals, using these insights to create development plans.
• Mentorship: Mentor Agents and Team Leaders, providing guidance and support to help them achieve their potential.
• Recognition and Rewards: Drive reward and recognition initiatives to motivate and engage team members.
• Process Improvement: Lead process improvement activities on the floor using process excellence methodologies, ensuring continuous improvement in performance.
• KPI Management: Regularly review and assess Key Performance Indicators (KPIs) to identify areas for improvement and develop action plans accordingly.
• Client Relations: Maintain strong relationships with the client at the Process Owner level, regularly reviewing progress and performance.
• Compliance: Ensure adherence to internal policies, external regulations, and information security standards.

Experience/Skills required for Senior Operations Manager:

• Demonstrable experience of leading teams with Contact Centres/Customer Service environments.
• Strong people leadership and performance management.
• Strong understanding of back office processes and the Utilities domain.
• Ability to mentor/coach to get the best out of your teams.
• Lead process improvement activities on the floor using process excellence methodologies, ensuring continuous improvement in performance.
• Maintain strong relationships with the client at the Process Owner level, regularly reviewing progress and performance.
• Compliance - Ensure adherence to internal policies, external regulations, and information security standards.

If you're interested in the Senior Operations Manager role then apply now and we'll be in touch, interviews are taking place now!

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