Head of Operations - Remote

Overview

The Head of Operations is responsible for overseeing call centre and standby servicing operations, ensuring operational efficiency and driving continuous improvement to meet performance targets.

In Short

• Oversee daily call centre operations to ensure efficient workflow.
• Develop and implement policies to boost efficiency and customer satisfaction.
• Track KPIs to ensure teams meet or exceed targets.
• Lead, mentor, and support direct reports and teams.
• Create strategies to improve efficiency and customer experience.
• Manage budgets and optimize resources for service quality.
• Ensure compliance with regulations and quality standards.
• Deliver regular performance reports and analyze data for insights.
• Foster a collaborative culture focused on high performance.
• Resolve escalated customer issues promptly and effectively.

Requirements

• Proven operations management experience, ideally in a call centre.
• Bachelor’s in business, Operations Management, or related field.
• Skilled in call centre software and CRM systems.
• Strong leadership ability to motivate diverse teams.
• Capable of developing efficiency-driven plans.
• Commitment to exceptional customer service.
• Skilled in data analysis and decision-making.
• Excellent written and verbal communication skills.
• Proactive problem-solving skills.
• Flexible and responsive to changing needs.

Benefits

• Pension plan with up to 10% matched contributions.
• Long Term Incentive Plan (LTIP) for profit sharing.
• Employee Assistance Programme for wellbeing support.
• Life assurance cover at 4x salary.
• Employee discounts at high street stores.
• Flexible benefits including gadgets and travel insurance.
• 28 days holiday + bank holidays and volunteer days.
• Commitment to diversity and equality in the workplace.