Job Details

Operations Manager
Location: Falkirk / Grangemouth
Pay: £Salary dep To £ pa depending on skills and experience
HEROtsc is one of the UK's leading outsourcing contact centre companies with seven sites in Scotland and one at Dearne Valley near Rotherham. Our clients include leading global brands in the mobile, technology and financial services sectors.

At HEROtsc, we believe great people can make all the difference to our business, that's why we invest in recruiting and developing the very best people. We currently have an opportunity for an Operations Manager to join our team based in Larbert.

The role of the Operations Manager is to work along side the Business Manager to deliver and implement client & company requirements and drive the inbound sales campaign at all levels. To assist in the management of the contact centre within agreed operational and financial budgets, focusing on maximising revenue from well-managed client relationships and increasing the efficiency of the operation.

You will actively support, lead and develop team leaders within an environment of continuous improvement through the use of feedback, coaching, training and other development activities. You will also lead the team to deliver excellent customer and client satisfaction, and ensure financial success of the contact centre.

Key Responsibilities

•Motivate Team Leaders and Advisors to exceed sales targets using a variety of methods that are tailored to individuals
•Manage the available to data to achieve the highest levels of penetration possible
•Work with the clients to drive innovative solutions to sales challenges using both internal and external resources
•Manage the campaign to maximise revenue from well-managed client relationships to increase efficiency of the operation by delivering excellent client and employee satisfaction
•Manage team and site targets and incentives and develop a culture of sustained success
•Assist in the development and maintenance of client relationships and business development between key business partners both within and external to the company
•Communicate regularly and effectively with client to develop client relationship and reinforce partnerships
•Maintain and improve all areas of operational performance through setting and reviewing KPI and agreeing recovery and action plans.

Skills and Experience required

•Demonstrable leadership and management skills gained in a customer-focused environment.
•Understanding of the sales process in a contact centre environment
•Ability to drive results using various tailored approaches
•Excellent Communication and influencing skills
•Understanding of resource planning
•Experience of interacting with clients both existing and prospective
•Able to build relationships with and influence key managers across the business
•Ability to work under pressure without loosing sight of priorities.
•Knowledge of basic principles of financial management / commercial awareness
•Knowledge of quality management principles within a Contact Centre context
•Knowledge of campaign management
If you feel that you have the skills required along with the drive and passion to succeed then please don’t delay in sending your CV and salary expectations to us using the link below