Operations Manager Customer Service

Hartley People

Waterford

A global provider of Information Technology (IT) & Business Process Outsourcing (BPO) services, is specialises in digital transformation, consulting and business re-engineering solutions and provides great opportunities to employees looking for an exciting and rewarding career. Main Responsibilities. Responsible for the day to day management of the operations/activities of the department to ensure optimum delivery of departmental KPIs. Proactively develop and implement initiatives that will ensure that the department meets and exceeds industry ‘best practice’ on service levels, first time fix rates and customer satisfaction ratings. Build a strong customer focused and continuous improvement culture within the department, contributing feedback and operational insights into relevant teams (for example, Communications, Quality and Process, HR and Business Support) in order to influence business process improvements that will improve our service excellence, increase customer satisfaction and lead to cost efficiencies. Ensure that a strong Open door culture exists within the business, ensuring that all employees are kept informed of matters that affect them and have an opportunity to give feedback. Be an effective communicator of change within the department/business, ensuring that change is effectively communicated and implemented in a structured and consistent manner. Lead and develop direct reports and effectively utilise coaching, mentoring and performance management techniques to optimise their performance and to facilitate career development and succession planning. Work closely with Team Leaders within the department and the HR Team to gather and action agent feedback in order to positively impact employee engagement and retention, leading to increased productivity, reduced attrition and absence. Work closely with Training and HR in actively making people development a key priority within the department. This will involve contributing to the career development and Top Talent strategy and the identification of training needs within the department. Following on from this will be the implementation of structured plans to facilitate up skilling, career development and succession planning objectives. Work closely with HR and Business Planning teams to ensure that resource planning is effective to meet the resource requirements of the department. This will involve contributing to the resourcing strategy and involvement in resourcing activities as required. Build and maintain strong working relationships with external clients and internal functions, for example, Business Planning, Loyalty, HR, relevant client led operational based teams, working closely with them on ongoing initiatives and feeding into their activities from an operational perspective. The Person. At least 2years operations management experience in a customer service and sales focused role. Must have proven problem solving experience. Must be solution focused and have strong communication skills. Be a leader and role model demonstrating excellent service to team members. Call Centre experience is preferable. Have been in a position where Team Leaders were reporting in to them. Hartley People Recruitment work to the highest ethical standards within our industry and we value the trust that you place in us when you send your CV. If you meet the criteria for this position, we will provide a full consultation in confidence and we guarantee that your CV will not be sent to any of our clients without your consent. For immediate consideration please call Sarah Gallacher on 051-878813 or email your CV in a word document to sarah@hartleypeople.com.

2956 days ago