Customer Operations Manager

Competitive Salary
Hybrid

As the Operations Manager you will help formulate and be responsible for the management and delivery of the strategic objectives of your area to support those of Customer Operations and the strategic goals of the business.

The Operations Manager will ensure all people-related line management in their area of the Service Desk is handled effectively by team leaders as needed. You will ensure your teams are performing effectively in their function, that attrition is kept appropriately low, and you have the right level of resource to successfully support customers, the business and your people.

Duties

• Responsible for the performance and efficiency of the teams within your area.
• You will work to support the longer-term development of your direct staff, through frameworks, coaching and training as appropriate.
• You will be accountable for delivering and continually assessing Key Performance Indicators for your area.
• As an Operations Manager you will be forward thinking and responsible for instating both tactical and strategic solutions.
• Manage and maintain effective supplier and third-party relationships.
• You will work to formulate and deliver on business area specific objectives with key stakeholders.
• You will ensure escalations and incidents are managed effectively in your operational area.

Candidate Requirements

• You will be able to review and analyse data to understand trends and draw conclusions on behaviour and performance devising action plans to address issues and improve service where needed.
• Comfortable making decisions.
• Innovation.
• You will be a highly skilled communicator.
• You will have excellent interpersonal skills able to navigate complex situations with individuals and groups as needed.
• You will also be expected to effectively manage your own reward and recognition budget.
• Have leadership experience.
• People management skills.
• Change management skills.
• Telecoms experience.
• Strong analytical and problem-solving skills.
• Able to manage the demands of numerous tasks concurrently.
• Able to manage time and work under pressure to tight deadlines.

Job Types: Full-time, Permanent

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Reference ID: OPSMGR