Senior Operations / Relationship Manager
Glasgow

About the Role

Do you have experience of managing large outsourced operations? This is a super opportunity to progress your career with a hugely successful organisation looking to drive change and improvement across its large contact centre estates.

This would suit a senior manger with demonstrable experience of manging client led operations in a volume outsoucing contact centre environment

Your key responsibilities will include:

  • Management of client-led change, including impact assessment, identification of contract and commercial considerations, engagement of key stakeholders, delivery plan and implementation
  • Work with the Internal MI team to provide value-add insight to the client and internal stakeholders by identifying opportunities to leverage performance uplift, and formulating recommendations
  • Build and maintain a ‘trusted adviser’ relationship with the Client in order to understand and pre-empt the Client agenda and potential opportunities to grow the contract. 
  • Act as the core information conduit between the Client and internal stakeholders, ensuring all parties are placed in the best position to deliver against client requirements

Experience required:


  • ​Proven track record of delivery as a senior Contact Centre Operations or Account Delivery within a volume outsource environment
  • Strong understanding of operational KPIs, developed through undertaking a senior contact centre management role with responsibility for centre deliverables
  • Experience of managing contact centre change, from impact assessment through to post-delivery monitoring and review
  • Tenacious and commercially aware, with the ability to identify and interpret opportunities and threats for the commercial arrangement
  • Ability to communicate and influence at all levels with the gravitas to lead client interactions

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