Director of Operations
Job Purpose Summary:
To lead operational management, delivery of business and client objectives to quality, quantity, cost in line with our business vision and values
Deliver a sustainable high performance environment to maximise client satisfaction and meet agreed key client performance ratios
To improve the business reputation by ensuring that the business is recognised by the client as a key strategic partner and is rated as number one in their rankings process
Create and maintain an environment that meets employee needs, that rewards based on achievement and where our people are inspired to make our business a great place to work
Establish and support a learning environment that recognises individual needs, where we seek to challenge, evolve and strive to improve each and every day
Develop and implement management capacities and operational roadmaps in line with planning and demand requirements.
About the Listening Company:
As the employer of choice in the contact centre industry, The Listening Company is the perfect place to further your career.
The Listening Academy is the only ICS (Institute of Customer Service) accredited training and development programme in the industry and arms our people with the tools to succeed in the workplace and in their personal lives.
We pride ourselves on our internal recruitment programme and promote the fact that many of our staff progress though the ranks.
So if you’re looking for a new challenge and wish to join a dynamic, award winning organisation then The Listening Company is the place for you.
Knowledge and Skills required:
An practised manager capable of strategically directing and managing a diverse group of activities; also capable of gaining the respect and support of all clients and internal stakeholders
Experience of leading a contact centre environment with more than [500*] FTE
Experience of delivery across multiple sites in a campaign and project driven environment
Track record of building strong working relationship with both internal and external stakeholders
Has client/supplier side experience in contact centre operational management
Sound understanding of people performance management and planning processes
Good understanding of contact centre HR practices and processes
Clear understanding of commercial operational forecasting and planning
Has an understanding of process management within the contact centre environment
Clearly understands client operational process KPI, and how they relate to revenue and margin
Experience of fostering mutually beneficial supplier relationships
Has strong strategic thought processes, as well as ability to handle operational detail
Charismatic and influencing leadership style that secures commitment by reasoned argument
Thrives in an environment that encourages teamwork and collaborative working
Clearly focused upon achievement of targets
Analytical, ability to understand data and its implications; also able to decide and act on this detail
Calm under pressure, ability to calmly navigate out of difficult situations
Values open and honest feedback and guidance
Communicates well both in writing and orally at all levels
Ability to utilise the 'obvious solution’ as a basis for challenge
Dynamic and proactive
(Our ref : SR1188e6800d16a0c )