Operations Manager

JOB DESCRIPTION / ROLE

Employment: Full Time

Our client is seeking an experienced Operations Manager to oversee and manage the daily operations

In this role you will be responsible for:
- To drive and inspire outstanding performance within the contact Centre teams by providing clear goals, objectives and motivation, through professional, consistent and effective leadership.
- To be responsible for the achievement of Client driven KPIs and SLAs through strong people management, operational focus and process / quality control.
- To effectively manage performance in functional areas to the extent where optimal performance is constantly tested, measured and delivered.
- To have a strong and detailed focus on contact Centre productivity and work with the Quality Manager to maximize the potential against budget, whilst at the same time ensuring people are respected and work within a controlled and balanced environment.
- To work with HR such that headcount and attrition requirements are defined, agreed and met in line with budget. I
- To drive and lead by example the delivery of strong attention to detail, accuracy and quality across all levels of the Contact Centre team – for both external and internal customers.
- To effectively manage absence within budgeted levels and with a view to driving motivation and a strong people-focused culture.
- To manage and engender a relationship with the Finance team to track actual costs versus budget and highlight opportunities for improvement.

REQUIREMENTS

To be considered for this role, you must have the following skills and experience:
- Minimum of 5 years in an Operations management role, in a fast-paced, dynamic sales-orientated environment, ideally gained in a high tech medium/large sized Call Centre.
- Passionate about customer service and the importance of people in its delivery
- Strong leadership/influencing and communication skills, with the ability not only to lead teams but empower, motivate and delegate as appropriate
- Candidates must be numerate and have experience of operating a Profit and Loss system.
- Proven track record of successful performance and change management and the ability to identify opportunities for continuous improvement within the current operating environment
- Results driven with high levels of energy, flexibility, and enthusiasm
- Minimum B.sc in Administration or Business Management or any relevant degree

ABOUT THE COMPANY

Propel Consult delivers a service in step with the needs of both our client companies and candidates. Our ability to add value to all levels of recruitment stems from our wholehearted belief in providing a professional service to both parties. We have built relationships with many leading indigenous and mulitnational organisations throughout the Middle East and internationally in countries such as UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait, Egypt and many more. Concentrating our resources has created 5 distinct specialist divisions: