As the Contact Centre Operations Manager for this loan provider, you will take ownership and responsibility for the smooth running of the operation centre in Leamington Spa, ensuring that the excellent standard of customer service they are already proud to boast continues, and, improves.
As the organisation gears up for rapid growth, this role would greatly suit someone with call centre experience, ideally gained within the credit or loans industry, that is eager to expand their skillset further into a managerial position.
My client will make a decision to hire as soon as the suitable candidate is identified, so please do not hesitate to apply.
The successful candidate will be responsible for:
Providing leadership and insight to develop a culture that encourages high-performance across the contact centre
Designing, developing, and delivering upon the operational strategies for the centre, based on effective needs analysis, performance reviews, cost benefit analyses etc.
Maintaining and improving the centres operations effectiveness by monitoring system and individual performance, identifying and resolving problems as and when they may arise
Continually upgrade the operations system based on business needs, making use of system audits, process improvement and quality assurance programs
Meet the financial objectives of the organisation by estimating requirements, preparing an annual budget, scheduling expenditures and analysing variances, working to implement corrective actions
The ideal candidate will demonstrate:
Experience managing a team or having held direct reports
Excellent understanding of the operation requirements involved in running a call centre
Experience working in the operations/underwriting/collections team in an organisation operating in the Credit or Loans sector
Ability to communicate effectively with stakeholders of all levels, both internally and externally
Good business and commercial acumen, possessing a high attention to detail and an aptitude for seeking out educated risks to benefit the business
Excellent organisational skills and good working knowledge of Microsoft applications such as MS Word, Excel, and Power Point
Excellent communication ability and interpersonal and managerial skills
Educated to degree level or possess relevant experience