Operations Manager (Contact Centre)

Job description

This Role will operate in a new start up dynamic environment and will initially focus on setting up the Operation to deliver this new service for Tax Free Child Care. Subsequently the role will then be responsible for the delivery of the Service in line with contractual obligations.
 The Tax Free Child Care Contact Centre will be supported by new tools and technology and will require transformation of processes and procedures. This will include the development and performance management of Contact Centre Staff, delivering a quality service and driving best in class contract centre practices
Effective leadership and the ability to support staff to deliver an excellent customer experience will be essential. 
The Role will report through the Customer Services Directorate and will require effective collaboration with a range of other operational, project and support Teams across the Business. There will also be a requirement to build solid relationships and work closely in partnership with the Client(s).
 
This role will support the delivery of the telephony service to meet contract requirement for the TFC Account.
The Tax Free Child Care Operations Manager will:
- Support the Transformation and change activities to support contractual requirementsEffectively deliver contractual Performance IndicatorsSupport maintenance all of relevant industry standards (ISO, IIP CCA etc)Deal directly with Senior Stakeholders from Atos, National Savings & Investments (NS&I) and Her Majesty Treasury (HMT) who will make various demands of the Job Holders time with ad hoc requests and challenges. Proactively participate in people engagement activites to ensure high morale of staffSupport the focus on delivering highest levels of Customer experience and satisfactionMaintain strong levels of service delivery and stakeholder satisfaction across multiple teams, GPS Accounts and the wider Customer Information Centre (CIC) through regularly review of team activities, processes and procedures in order to ensure standards of delivery are achieved to the high standardsProvide an efficient and flexible response to all operational issues which affect area of responsibilityFoster a positive team spirit and contribute positively to Team Morale, addressing any concerns (including those within wider operational team and across sites/functions) in a timely manner. Take responsibility for morale in the department and driving forward company initiatives around staff wellbeing. Actively demonstrate enhanced relationship with client(s) and wider Atos business.   Demonstrate ability to influence client and wider business area decisions in a positive manner.
Ensure correct levels of resources are deployed across the department to enable effective delivery of services ensuring that employees are managed effectively and in line with appropriate policies. Includes for example; resource and capacity planning, recruitment, induction, My Career, coaching and training activities, performance and absence management.
Foster a culture of coaching across all areas of the operation to ensure ongoing personal and team growth

Desired profile

Essential criteria:
 
Proven experience of managing large teams (circa 100+)Experience in the appropriate industry with a background that includes people management within a Call Centre/Business Process Outsourcing environment. Educated to GCSE or HNC level or an equivalentWorking knowledge of contact centre solutions and technologyAbility to operate effectively at all levels up to and including internal account management and local customer environment to maximise opportunities and continually improve service.
IT literate.
Excellent interpersonal and communication skills and a strong customer service ethicExperience of Stakeholder management and ability to influence.
Desirable criteria:
Working knowledge of Industry standards (IIP, CCA,ISO Etc)Understanding of financial managementExperience in working with workforce management systemsExperience in working in a customer service environment