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Senior Operations Manager
West Midlands

About the Role

We are seeking a Senior Operations Manager with extensive Customer Service experience to work for a very reputable, expanding business based in the West Midlands. You’ll have proven leadership skills with the ability to drive performance through others. This would be a great opportunity for someone who is seeking a fresh, dynamic position and an opportunity to add value.

About the Role:

  • Day to day management of the Operational Team (via Operations Managers) 
  • Ensure that SLA’s are consistently being obtained or exceeded
  • Building relationships internal and externally
  • Influencing peers and managing pro-active change initiatives
  • Support forecasting and capacity management
  • Help maximise gross profit through effective and proactive resource and process management, and through effective cost control.
  • 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:

  • Previous Operations management experience within Financial Services would be advantageous 
  • Experience of working closely with key stakeholders
  • Previous experience of leading and motivating teams to achieve results
  • Change and Project Management exposure would be advantageous

constantly on the hunt for the best candidates