Operations Manager
Cardiff

About the Role

Operations Manager role we are seeking an individual who has a background in leading operations for a major consumer brand. 

We’re looking for an ambitious, people focused Contact Centre professional with a track record in leading customer engaging contact centre operations to the delight of the customers.  You’ll be joining a dynamic team with a key focus on the people and process within the business. 

To be successful in this role, you will need to be a 'HANDS ON' leader who can inspire and motivate people, with a proven track record in Contact Centres.

  • Inspirational hands on people leadership within a fast-paced, ever changing operation.
  • Management of change, including impact assessment, identification of contract and commercial considerations, engagement of key stakeholders, delivery plan and implementation
  • Act as Operational Readiness Lead on all new clients joining the business or growth initiatives
  • Analyse and report on operational MI, identifying opportunities to leverage performance uplift, and formulating recommendations
  • Management and development of the CEX Operation.

Knowledge / Skills / Experience:


  • Proven track record of design & delivery of the CEX within a hands on people pocussed Contact Centre 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
  • Ability to communicate and influence at all levels with the gravitas to lead client interactions
  • Change orientated with sound project management skills  

This is a terrific post for a highly gifted individual - contact Matt Afffron 01905 330 794

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