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Operations Manager - Telecommunications

Location Belfast, County Antrim
Sector
Job type Permanent
Salary Negotiable
Published about 1 month ago
Contact Zoey Rooney
Job ref ZR00140_1631873807

Job description

Operations Manager - Telecommunications

Belfast

Salary - £80,000 OTE

An excellent opportunity for an experience Operations Manager to join an expanding telecommunications provider based in Belfast. Reporting to the Director and managing a team of 4 direct reports and 20 indirect reports, your main duties will include:

  • Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
  • Set the strategy for the development of the contact centre, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service
  • Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues
  • Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Responsible for the recruitment, training, induction and coaching strategy across the contact centres
  • Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.
  • Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation
  • Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
  • Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
  • Championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
  • Deliver cost efficiencies and increased in Customer Satisfaction Scores.
  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Essential Criteria

  • Degree educated
  • 5 years experience in a similar position within the telecommunications industry

For more information and a full spec on this role, please forward your CV zoey.rooney@staffline.co.uk OR call on 07384513095 / 02890323333

The Staffline Specialist Team is a dedicated division within Staffline Recruitment, focused on providing Permanent, Contract & Temporary staffing solutions across; Construction, Engineering, Accountancy & Finance, Financial Services & Insurance, Health & Safety, HR, IT, Sales & Marketing, Senior Manufacturing, Procurement & Supply Chain & Medical, Health & Social Care

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