Operations Manager for Call Centre

Salary: £48,000 – £52,000 depending on experience

Contract: 6 months initially

Hours of work: Monday – Friday. The role may require occasional work outside normal business hours to meet operational and service delivery requirements.

Location: Holywood, Co.Down

To lead and manage the delivery of our client’s technology-enabled care services, ensuring services are delivered efficiently and effectively in accordance with agreed service standards, contractual obligations and organisational objectives.

• Provide effective leadership, guidance and support to employees, promoting professional development through regular performance reviews and the achievement of individual and team objectives.
• Participate in recruitment and selection processes, including chairing interview panels where required, and oversee staff induction, training, performance appraisals and welfare meetings. Participate in disciplinary and grievance panels as required.
• Undertake line management responsibilities for designated staff, providing clear direction, support and guidance to employees within the Care & Support Directorate.
• Ensure that Calls Response and Installation & Service teams receive appropriate training in operational systems, processes and procedures to support the effective delivery of services.
• Ensure that employees comply with organisational policies and procedures, as well as all relevant statutory, regulatory and contractual requirements.
• Manage disciplinary and grievance matters appropriately, ensuring compliance with organisational policies, procedures and relevant employment legislation.
• Promote and maintain positive employee relations, supporting employee wellbeing and ensuring that appropriate health and safety standards are maintained.
• Represent the company professionally in dealings with external organisations and stakeholders, communicating the business views and interests.

• Ensure that technology-enabled care services consistently meet agreed quality and performance standards by working collaboratively with the Delivery Manager and Team Leaders to monitor performance, identify areas for improvement and drive continuous service improvement.
• Review service performance and satisfaction survey results quarterly, identifying trends and opportunities for improvement, and develop and implement appropriate service improvement plans.
• Oversee the investigation and resolution of complaints relating to service delivery, ensuring that responses are timely and appropriate and that corrective actions are implemented where necessary.

• Oversee the day-to-day operation of service delivery teams, ensuring that appropriate systems, processes and resources are in place to deliver technology-enabled care services effectively and in line with agreed service standards and contractual commitments.
• Provide day-to-day leadership, guidance and support to the Calls Response and Installation & Service Team Leaders, ensuring clear communication, effective coordination and consistent operational performance.
• Monitor service delivery performance, identify operational risks and resource pressures, and implement appropriate measures to maintain service continuity and achieve agreed performance targets.
• Ensure that staffing and operational resources are planned and deployed effectively in response to changing service demands, while maintaining service quality and operational efficiency.

Contribute to projects, initiatives and service developments that support the company vision, values and objectives as outlined in its Business and Corporate Plans.

Represent the firm professionally and respectfully when…