Interim Customer Service Operations Manager - Remote

Overview

The Interim Customer Service Operations Manager will lead and empower the Enfield operations team, focusing on driving operational excellence and employee engagement during a transitional period.

In Short

• Lead a team of approximately 100 employees.
• Drive operational results and employee satisfaction.
• Manage remote advisors alongside the Enfield operations team.
• Foster a culture of productivity and quality.
• Conduct root cause analysis for performance issues.
• Support recruitment efforts for seasonal staffing.
• Implement coaching and development plans for team members.
• Collaborate with senior leaders for site leadership.
• Manage disciplinary and employee relations processes.
• Navigate the office transition and closure by 2026.

Requirements

• Proven experience in leading teams and managing direct reports.
• Exceptional people leadership skills with a focus on operational results.
• Experience in managing remote teams effectively.
• Strong communication and presentation abilities.
• Background in recruitment and onboarding processes.
• Ability to balance productivity with employee engagement.
• Experience in change management.
• Strong analytical skills for performance management.
• Commitment to fostering a diverse and inclusive workplace.
• Ability to navigate organizational transitions.

Benefits

• Enhanced paid family care leave options.
• Life and disability insurance coverage.
• Access to wellbeing initiatives and programs.
• Generous colleague discount from day one.
• Bonus scheme based on performance.
• Flexible hybrid working model.
• Commitment to equal employment opportunity.
• Participation in annual Play Day events.
• Support for Children’s Rights and wellbeing.
• Drug screening as part of workplace safety policy.