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Head of Operations

  • Salary: £50,000pa
  • Type of work: Permanent
  • Location: UK Wide
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About the role

We are looking for an experienced Head of Operations who will manage the delivery of operations by coordinating a team of Operations Managers and Senior Team Leaders. The right person must be able to lead, develop and motivate individuals within operations to successfully deliver Go-centric operations service strategy effectively. This is a unique opportunity for a passionate leader to empower and develop individuals to fulfil and exceed their potential and add immediate value to our operations department. Take a look at the requirements below and if this could be your next role hit 'apply'!

Go-centric is a dynamic Business Process Outsourcer (BPO) based in Glasgow’s city centre. We pride ourselves on being a people-centred business; with every one of our ever-growing team striving to provide an excellent customer experience on behalf of our clients. 

Key Responsibilities: 

  • Act as line manager to four operations managers and senior team leader across all campaigns  
  • Ultimately responsible for entirety of Operations 
  • Ensuring adherence to all Service Level Agreements  
  • Set objectives, creating and maintaining development plans and monitoring performance against agreed targets and standards  
  • To manage performance by coaching operations managers, creating and maintaining development plans, conducting performance appraisals, recommending training, and encouraging individual employee participation in decision making 
  • To communicate company policies 
  • To drive and maintain performance improvement plans with individuals to encourage maximum performance at operational level 
  • To ensure that the resources available (staff, equipment, information etc.) are deployed to optimise productivity and minimise waste 
  • To drive improvements in client service performance by deploying best practice customer service management and ensuring appropriate measurement and monitoring is established 
  • To identify and eliminate barriers to performance improvement and enable team members and individuals to contribute towards process and performance improvement to drive up productivity and ensure client satisfaction 
  • To generate a strong focus on revenue development through targeting and measuring team performance on business protection and growth 
  • To drive continuous improvement in customer service process and standards, as measured by Client SLA’s and other key metrics to increase business and client satisfaction. 
  • To review operating reports and resolve operational problems, maximizing client satisfaction with minimum costs 
  • To sustain and grow business partnerships with clients by encouraging proactive solutions 
  • To identify problems, analyse trends and implement corrective and preventive actions and to document and share any plans with the client 
  • To deal effectively with client complaints and issues by ensuring clear communication to the appropriate person and by taking the appropriate documented action 

Essential Experience: 

  • Three years related experience is Call Centre industry 
  • Demonstrate success in improving customer service levels 
  • Previous management experience and successful track record of leading, managing and developing large teams of people 
  • Experience in working with people on different levels 
  • Experience of negotiation and diplomacy 
  • Experience in managing a budget and the ability to analyse statistical information 

Essential Knowledge:  

  • Higher/further educational qualification or the equivalent 

Essential Skills: 

  • Strong influencing skills and able to positively influence outside area of direct control 
  • Able to prioritise workload to meet challenging deadlines and ability to multi-task 
  • Proficient with writing reports, business correspondence and procedure manuals 
  • Thorough understanding of best practice in customer and client service environments covering people, process, and technology. 
  • A strong leader who can clearly communicate a vision, providing direction and motivating others. 
  • Extensive problem-solving skills 
  • A good understanding of process improvement that can improve service, quality, and efficiency 
  • Excellent communication skills in both written and verbal English. 
  • Analytical skills: the ability to identify problems, collect data, establish facts, draw conclusions, and provide solutions. 
  • Self-motivated with a vision of continuously adding value to customers and clients. 

We Offer:  

In return for your hard work, you will receive a great deal of recognition for your work, but we also offer several tangible benefits such as: 

  • Yearly salary starting at £50,000pa
  • Working from home permanently
  • The opportunity to gain further qualifications through external training 
  • Excellent career progression and training opportunities 
  • Employee pension  
  • A great working environment with a fantastic team of people 

Hours: 40 hours a week, between Monday to Friday. Some flexibility may be required.