Operations Manager for Call Centre

MPA Recruitment; Holywood; On-site; GBP 48,000 - 52,000; Full time

Job summary

MPA Recruitment seeks a Services Delivery Manager for Connect 24 in Holywood, NI. Lead technology-enabled care service delivery, manage teams, and ensure contractual standards are met. 6-month initial contract with possible hours outside normal times.

Role emphasizes leadership, recruitment oversight, staff development, and ensuring service quality with strong stakeholder engagement.

Qualifications

• A relevant management qualification (HND, degree or PRINCE2) with 3+ years in service delivery management.
• Five years’ experience in a service delivery management role.
• Call centre experience at a senior level.
• Strong verbal and written communication skills; able to negotiate and influence.
• Strong IT literacy with data interpretation and reporting abilities.

Responsibilities

• Provide effective leadership and guidance to staff; conduct performance reviews and set objectives.
• Lead recruitment processes; chair interview panels and oversee inductions and training.
• Line manage designated staff within Care & Support Directorate; provide direction and support.
• Ensure training for Calls Response and Installation & Service teams on operational systems and processes.
• Ensure compliance with policies, procedures and employment legislation; manage disciplinary matters as needed.
• Promote health and safety standards and positive employee relations; represent the company to external stakeholders.
• Oversee daily service delivery operations to meet service standards and contractual commitments.

Skills

Leadership

People management

Call centre experience

Communication skills

IT literacy

Data interpretation

Resource planning

Training delivery

Education

Management qualification (e.g. HND, degree or PRINCE2)

Job description

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

Job Purpose

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.

Duties and Responsibilities

Leadership and Management

• 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.

Service Quality and Best Practice

• 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.

Service Delivery Management

• 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.

General Responsibilities

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 engaging with external organisations, stakeholder groups and members of the public, promoting positive and constructive relationships.

Equality, Diversity and Inclusion

All employees have a personal responsibility to promote and support a working environment that is free from harassment or discrimination on the grounds of gender, including gender reassignment, pregnancy or maternity, marital or civil partnership status, sexual orientation, race or ethnic origin, religious belief, political opinion, national identity, age, disability, or whether or not they have dependants.

Person Specification – Services Delivery Manager, Connect 24

Essential Criteria

• A relevant management qualification (e.g. HND, degree or PRINCE2) and at least three years’ relevant experience in a service delivery management role;

OR

At least five years’ relevant experience in a service delivery management role.

• Call centre experience at a Senior level.
• Experience of managing teams and delivering results within a performance and target-driven environment.
• Excellent verbal and written communication skills, strong interpersonal and teamwork abilities, and the capacity to negotiate and influence others effectively.
• Strong IT literacy, including the ability to interpret data, prepare reports and deliver presentations.
• Ability to plan and prioritise resources in line with operational requirements and service demands.
• Experience of managing staff training and support provision.

Desirable Criteria

• An understanding of technology-enabled care services.
• An understanding of health and social care sectors.

Specialist Knowledge and Skills

• Experience of dynamic resource management and workforce planning.
• Strong initiative and effective team leadership, including the ability to provide direction and support.
• Experience of performance monitoring, evaluation and reporting.
• A flexible and adaptable approach to work.

Additional Recruitment Information

• Applicants will be required to provide evidence of relevant qualifications and professional memberships at interview.
• Successful applicants will be required to complete a Basic Disclosure Check through MPA Recruitment. A criminal conviction will not necessarily prevent an applicant from working with the Association. Disclosure information will be handled in accordance with the Access NI Code of Practice and the Rehabilitation of Offenders (Northern Ireland) Order 1978.