Operations Manager - Call Centre

As an online marketplace, our client offers fans a place to buy and sell tickets for concerts, the theatre, sports and just about any other live event. An opportunity has now arisen for an Operations Manager to join their team.

Operations Manager - Call Centre London EC2 £30,000 - £35,000 Plus Stock Options Scheme, Pension' Private Medical Insurance As an online marketplace, our client offers fans a place to buy and sell tickets for concerts, the theatre, sports and just about any other live event. An opportunity has now arisen for an Operations Manager to join their team. This position would suit someone with senior management experience gained with a call centre environment, looking for a more strategic and hands-on role. This appointment requires someone who thrives in a fast paced environment and is able to manage the requirements of a rapid growth, start up business with a multi-country approach. In this newly created role, as the Operations Manager you will be responsible for ensuring the effectiveness and efficiency of customer service performance across all channels. Focusing on driving improvements, you will be tasked with ensuring the right processes are followed and that there is a consistently high quality performance from all agents within the Customer Service operations teams of around. Your duties will include: - maintaining and controlling documentation for all processes with the Customer Service team - working with Customer Service Managers and agents, to develop and coach performance - producing daily, weekly and monthly quality, feedback and knowledge management data - managing the quality of customer service performance across several languages and channels - establishing and implementing programmes of quality improvements To be considered for this position, you must have management experience gained within a call centre, such as Operations Manager, Quality Manager or similar. Any experience in a relevant industry, for example events, would be beneficial. As the Operations Manager you will also need to demonstrate strong coaching, mentoring and development skills, and the ability to design and evaluate learning material. You should also be an exceptional relationship management builder, with the ability to engage at all levels. The ideal candidate will have a high degree of personal resilience, good international skills and strong motivational levels. Equally as important will be the ability to keep cool under pressure and work to tight deadlines. To apply for the role of Operations Manager (Call Centre), please simply send your CV and a covering letter via the button shown. If your skills and experience meet with any of our client's requirements and/or needs, we will provide our client with your full details so that they can consider whether you may be suitable for the vacancy advertised. Your details, as submitted by you, will only be used in conjunction with this vacancy. By submitting your CV and cover letter to us, you give express consent to us using your details for this purpose. Additional Keywords: Operations Manager, Call Centre, Call Centre Operations Manager, Senior Manager, Call Centre Quality Manager, Quality Manager, Knowledge Manager. This vacancy is being advertised by Web Recruit Ltd. The services advertised by Web Recruit Ltd are those of an Employment Agency.