Operations Manager Glasgow   up to 30k plus bonus and benefits

Our client has a very strong focus on building secure and strong relationships with their employees, clients and customers. This is what puts them ahead and a leader in the Outsourcing provision. Now with multiple sites across Scotland my client is now focused on growth and are now investing in the core infrastructure of there award winning call centres.

They are looking to recruit an experienced and highly motivated Operations Manager with a passion to deliver outstanding customer service to join the Operations Team in Glasgow.

The key to success in this role is to deliver the key metrics across the commercial and operational structure. You will manage a team of Team managers and deliver a service that cannot be beat and ensuring the constant delivery of revenue assurance.

The key responsibility’s of this role is as follows : 

• Implement and achieve all key KPI’s across your business area, ensuring full compliance of all compliance and contractual obligations are met. Adhering to all Service level agreements, delivery of working hours and all call quality monitoring
• Ensure all revenue targets are exceeded by conducting daily, weekly and monthly reporting analysis and identifying areas to improvement and growth
• Coach and develop all of your direct reports by means of performance management, coaching and side by side coaching
• Forecast and plan recruitment activity, ensuring relationships are built and maintained with key clients such as Resource planning and recruitment
• To conduct continued improvement checks to ensure employee satisfaction and be able to produce a strategic plan to roll out across your business area, to continually keep down attrition and maximise employee engagement.
• To create and implement Reward and Recognition schemes and build a fun and engaging working environment 

For you to be successful in this role you will need to clearly demonstrate...

• Outbound and Inbound contact centre operational management experience
• Show a strong commercial acumen and awareness with strong ability in managing budgets
• To create and  implement a robust project or strategic plans across your business area and demonstrate success
• Relationship Management and client management experience
• To demonstrate a clear understanding of resource optimisation and delivery
• Have successfully managed over 100 FTE
• To display the ability to recruit and create a dynamic and high performing teams

If you feel you have the desire passion and experience to succeed in this role then I would love to hear from you

HR Consultancy acts as both an employment business and an employment agency

To apply for this position please forward your CV to Donna Fraser sing the apply online now link or call 0131 226 9210

Job Reference:   ED/DF/884418

Closing Date:     10-Sep-2010

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