At a Glance
- Tasks: Lead and improve service delivery operations while motivating your team.
- Company: Join a dynamic company focused on operational excellence and customer satisfaction.
- Benefits: Enjoy a culture of innovation, professional development, and strong team support.
- Other info: This role offers the chance to make a real impact through data-driven decisions.
- Why this job: Be part of a high-performance culture that values creativity and continuous improvement.
- Qualifications: Experience in operations management and client relationship management is essential.
The predicted salary is between 36000 - 60000 € per year.
Job Overview The Operations Manager will lead and continuously improve service delivery operations in alignment with client contracts, strategic goals, and customer expectations. This role ensures operational excellence through data-driven decision-making, innovation, and strong stakeholder engagement, while fostering a high-performance culture across teams.The post holder is responsible for the strategic and day-to-day delivery of services delivered to a business unit. Leading a team to motivate and empower colleagues, to develop a culture of development and strong commitment to continuous improvement.Main Duties
- Ensure all service delivery meets the terms of client contracts, including SLAs and KPIs.
- Act as a key member of the leadership team, contributing to strategic planning and operational decision-making.
- Identify opportunities to improve service delivery through innovation, new working practices, and technology.
- Build and maintain strong relationships with internal and external stakeholders at all levels.
- Champion a customer-first mindset, ensuring a consistently outstanding customer experience.
- Maintain a strong understanding of client needs and ensure services are aligned with expectations and evolving requirements.
- Communicate with clarity and passion, embracing change and building momentum across teams.
- Establish systematic plans and priorities to ensure the achievement of strategic objectives.
- Collaborate cross-functionally to develop solutions that benefit all stakeholders and enhance operational outcomes.
- Demonstrate a strong drive for results, setting challenging goals and maintaining a focus on continuous business improvement.
- Enable managers to interpret data effectively and apply insights to drive targeted improvements and identify best practices.
- Utilise data to inform resource planning, workflow optimisation, and continuous improvement initiatives.
- Ensure all team members are trained, supported, and performance-managed to meet both business goals and personal development aspirations.
- Inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence and innovation.
- Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenuity.
Proven experience in service delivery or operations management - Experience managing client relationships and contracts
- Track record of leading cross-functional teams
- Experience using data to drive performance and improvement
- Experience implementing innovation or technology in service operations
Operations Manager - Contact Center in Manchester employer: Mitie Group plc.
As an Operations Manager at our dynamic contact centre, you will thrive in a culture that prioritises innovation and continuous improvement, supported by a strong commitment to employee development. Our collaborative environment fosters strong relationships with both clients and colleagues, ensuring that you can make a meaningful impact while enjoying comprehensive benefits and growth opportunities. Located in a vibrant area, we offer a unique work-life balance that enhances your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager - Contact Center in Manchester
✨Tip Number 1
Familiarise yourself with the latest trends in operations management, especially in contact centres. Understanding industry benchmarks and best practices will help you speak confidently about how you can drive improvements at StudySmarter.
✨Tip Number 2
Network with current or former employees in similar roles to gain insights into the company culture and expectations. This can provide you with valuable information that can set you apart during discussions.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data to drive performance improvements in past roles. Being able to articulate your experience with data-driven decision-making will resonate well with our leadership team.
✨Tip Number 4
Showcase your ability to foster a high-performance culture by sharing stories of how you've motivated teams in the past. Highlighting your leadership style and commitment to continuous improvement will align well with our values at StudySmarter.
We think you need these skills to ace Operations Manager - Contact Center in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in operations management, particularly in service delivery and client relationship management. Use specific examples that demonstrate your ability to meet SLAs and KPIs.
Craft a Compelling Cover Letter:In your cover letter, express your passion for operational excellence and innovation. Mention how your leadership style aligns with fostering a high-performance culture and your commitment to continuous improvement.
Showcase Data-Driven Achievements:Include specific instances where you have used data to drive performance improvements or implement innovative solutions. This will demonstrate your analytical skills and ability to make informed decisions.
Highlight Stakeholder Engagement:Emphasise your experience in building strong relationships with stakeholders. Provide examples of how you've collaborated cross-functionally to achieve strategic objectives and enhance operational outcomes.
How to prepare for a job interview at Mitie Group plc.
✨Showcase Your Leadership Skills
As an Operations Manager, you'll need to demonstrate your ability to lead and motivate teams. Prepare examples of how you've successfully managed teams in the past, focusing on how you inspired them to achieve their goals and fostered a culture of continuous improvement.
✨Understand Client Needs
Make sure you have a solid understanding of the company's clients and their expectations. Research the specific contracts and SLAs they have in place, and be ready to discuss how you would ensure service delivery aligns with these requirements.
✨Data-Driven Decision Making
Since this role emphasises data-driven decision-making, come prepared with examples of how you've used data to inform operational improvements in previous roles. Be ready to discuss specific metrics you've tracked and how they influenced your decisions.
✨Emphasise Innovation and Technology
The job description highlights the importance of innovation and technology in service operations. Think of instances where you've implemented new processes or technologies that improved service delivery, and be prepared to share these experiences during the interview.
