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Senior Operations Manager
North West

About the Role


The role requires the individual to lead the operational delivery of a relatively large (c. 300-350 FTE) Operation.  Delivery is split over two sites, which adds a degree of complexity. Outside of the multi-site nature of the role, this is a relatively straightforward telephony-based call centre operation, handling service, some sales / retentions activity, and a small amount of technical support.

Key Responsibilities

  • Day to day management of the Operational Team (via Ops Managers)
  • Ensure that SLA’s are consistently being obtained or exceeded
  • Building relationships internally across multi-site operations.
  • Influencing peers and managing pro-active change initiatives
  • This role is responsible for proposing a credible financial forecast based on contractual metrics, customer contact / call forecasts, and headcount requirements.  Once agreed, this role is responsible for delivery against that forecast and budget.
  • Support is provided via the Forecasting and Planning team, and financial team, in the preparation of forecasts and the periodic reporting of actual performance against forecast.  
  • Responsible for relevant contact centre projects budget adherence (and wherever possible, improvement) for the running of the operational contact centre teams.


Required Skills and Experience:

  • Significant experience of operational management experience essential
  • Experience of working closely with key stakeholders
  • Previous experience of leading and motivating teams to achieve results
  • Change and Project Management experience essential



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