Operations Manager (Contact Centre)

VANRATH; Belfast City District; On-site; GBP 49,000 - 57,000; Full time

Benefits offered by this job

Health cash plan

Strong holidays

Flexibility

Job summary

VANRATH is assisting a well established, purpose-driven organisation in Belfast to appoint an Operations Manager (Contact Centre). This senior leadership role oversees two busy service centres and a sizeable team through team leaders.

You will own day-to-day service delivery, drive performance and continuous improvement, and ensure compliance with regulatory and contractual requirements while shaping the operation for future growth.

Qualifications

• 5+ years of operational leadership in a contact centre or service delivery setting.
• Proven track record leading sizeable teams through team leaders.
• Strong understanding of service standards and performance metrics.

Responsibilities

• Oversee day-to-day management of service delivery across two centres.
• Provide leadership to team leaders across calls, installation and customer service.
• Review activity levels and performance against service levels regularly.
• Ensure policies, procedures and processes meet customer needs and standards; ensure compliance.
• Lead recruitment, appraisals, training and development across the team.
• Handle employee relations, disciplinary and grievance processes.
• Maintain the business continuity plan and deputise for Head of Service.

Skills

Operational leadership

Contact centre experience

Team leadership

KPI management

Regulatory/compliance awareness

Communication skills

Job description

VANRATH is working with a well established, purpose-driven organisation on the appointment of an Operations Manager (Contact Centre). This is a senior operational leadership role overseeing the delivery of technology enabled services across two busy centres, leading a sizeable team through their team leaders.

Reporting to the Head of Service, you will take ownership of day to day service delivery, keeping performance, quality and customer standards high while developing the team and driving continuous improvement. The role spans both a monitoring service and a customer service centre, so it will suit an experienced operations or contact centre leader who can hold standards across more than one function.

• Permanent, full time
• East Belfast
• Salary £49,000 to £57,000, depending on experience
• Flexibility around working hours open for discussion

The Role

Key responsibilities include:

• Oversee the day to day management of the service delivery teams across both centres
• Provide leadership and support to team leaders across calls response, installation and customer service
• Review key activity levels and performance against service levels regularly
• Keep policies, procedures and processes under review so services meet customer needs and required standardsEnsure compliance with all regulatory, statutory and contractual requirements
• Oversee the investigation and resolution of customer complaints, putting corrective actions in place
• Lead recruitment, appraisals, training and development across the team
• Handle employee relations matters, including disciplinary and grievance
• Keep the business continuity plan current to protect service delivery
• Deputise for the Head of Service as required

The Ideal Candidate

• Proven operational leadership experience (5+ years), ideally within a contact centre, customer service or service delivery environment
• Track record of leading sizeable teams through team leaders
• Strong understanding of service standards, KPIs and continuous improvement
• Confident handling employee relations, recruitment and performance management
• Knowledge of regulatory and contractual compliance in a service setting
• Excellent communicator, customer focused and commercially aware

What is on Offer

• Senior leadership role across two established service centres
• Modern offices
• Health cash plan, strong holidays and flexibility
• Genuine scope to shape and improve the operation