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Operations Director

About the Role

Fantastic opportunity for someone who is currently working in an Operations Director position in a fast pace online multi channel contact centre ideally in the leisure industry.  This role is working with an online product and would suit someone who has worked with this type of product previously. This position will suit someone who is passionate about customer loyalty and is very hands on with a desire to make a difference in a business, managing people and processes to enhance the service to customer.  

About the Role:

  • Full responsibility for both the sales and service function
  • Lead, develop, drive and motivate the operations department to exceed the company’s expectations
  • Execute the business strategic plan, working in the top and bottom-line financial targets alongside driving extremely high customer satisfaction
  • Lead the business through continuous improvement
  • Work with the senior management team to develop performance goals and long term plans
  • Analyse the current efficiency and productivity rate and implement gaols to better the current performance
  • Develop, implement and monitor the day to day operational systems
  • Ensure all regulations and legislations are followed
  • Prepare budgets, schedules and other reports required to demonstrate performance
  • Proactively develop plans to increase efficiency
  • Ensure the customer is always highly satisfied

 Required Skills and Experience:

  • Proven experience of operationally managing at director level in a B2C environment
  • Proven experience of working in a multichannel and online contact centre
  • Experience of working in a B2C call centre in the lesiure industry 
  • Proven experience of driving strategy through a team’s performance
  • Proven experience of driving positive change
  • Worked with a high value product and propositions across multi channels
  • Proven experience of securing customer loyalty
  • An inspiring leader, with the ability to engage with people and will natural create a culture of desire to succeed
  • Excellent communication skills


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