Operations Director
Buckinghamshire

About the Role

We are currently looking for an Operations Director to join a rapidly expanding operation!

You will need to have strong experience in Driving, Mentoring, Engagement and Developing a Contact Centre Operation. You will also need to be a real strategic Leader of people! Having a BPO background is an absolute must!

You will be required to be onsite 2-3 times a week so being in a commutable distance would be required!

The role will include but is not limited to:

• Motivate and inspire direct reports to lead teams to success conducting regular coaching and mentoring session to ensure the highest level of performance.
• Work closely with HR on all aspects of people management including absence management and attrition.
• Compliance management with FCA legislation's for Customers/Borrowers
• Analyse, interpret and report on all Collections & Customer Service operational performance.
• Create a culture of continuous improvement to ensure operational excellence
• Manage and improve internal quality and customer satisfaction performance measures.
• Develop and implement calling and staffing plans including predictive dialler strategies (inbound & Outbound).
• Develop world-class relationship with customers and suppliers and internal stakeholders

• Resolve and drive measures to reduce complex or contentious/complaint issues, acting as the escalation point your teams.
• Ideally managing 150+FTE in a contact centre collections environment 
• Ideally inbound &/ OR outbound management experience
• BPO Experience is a must, Collections would also be ideal but not essential
• Strong people skills and the ability to get stuck into the challenges.