Director of Operations (Glasgow)

To be responsible and accountable for the performance of a call centre(s) to include achievement of financial targets including revenue generation, operational profitability and margin delivery, service levels, client requirements and KPIs.

To lead, develop, motivate, manage and organise a number of teams across different client requirements through development of a high-performance culture.

To be an effective member of the senior management team.

Experience

• Extensive knowledge and experience of successfully operating at a senior level in a contact centre environment.
• Extensive knowledge and experience of managing multiple complex campaigns delivering to client requirements maintaining excellent client relationships to enable growth.
• Proven track record in achieving financial targets including revenue, profit and margin achievement.
• Proven track record in achieving non-financial targets including grade of service, client specific KPIs.

Qualifications

• At least 2 years at CCM level or equivalent.

Skills/Personal Attributes

• Excellent communication skills.
• The ability to build a culture of openness, achievement and commercial success.
• Proven track record in leadership of successful teams.
• Must be able to work independently with remote management.
• Displays vision in identifying new business opportunities with existing and potential clients for the benefit of the business and commercial awareness to drive these forward.
• Committed to the delivery of a high level of customer service, able to establish strong working relationships with customers, understand their needs and deliver commercial success.
• Demonstrates the ability to challenge traditional approaches and looks for better ways of working.
• Solid commercial awareness and the ability to act commercially to avail of profit opportunities in the short and longer term.
• Drives for results and conveys urgency in driving issues to a conclusion.
• Ability to persuade and influence others with proven negotiations.
• Inspiring leader who can build a high morale, high performance culture.
• Influences others and adds value in the delivery of the operational goals and targets.
• Actively contributes to the development of skills of others by managing their performance, providing constructive feedback and providing development opportunities.
• Good understanding of call centre technologies and proven experience of optimising the same.

Succession planning

Key Results Area

• Achieving Financial & Non-Financial Targets.
• Drive centre profitability through dynamic process management, enhanced resource utilisation, ensure the operational financial goals for the centre are met on a month by month basis and contribute to the overall financial objectives of the company.
• Proactively analyse industry needs/trends and make recommendations to the Board as the need arises.
• Work closely with the Client Services function to assess the potential development of existing client contracts and to drive performance to achieve such potential.
• Identify and control business costs, recommend and implement improvements of budget performance and improve control mechanisms in conjunction with the Commercial function.
• Work effectively with the Sales & Marketing function to take maximum advantage of any potential development of new clients.
• Design, develop, deliver and monitor client, internal processes and KPIs.
• Introduce robust and effective change controls in an environment where the situation is complex, continually changing, and difficult to analyse and control.
• Identify opportunities to improve productivity.

Effective Operational Call Centre Management

• Manage call quality, staffing levels and workflow to ensure maximum productivity, call and data handling efficiency.
• Liaise with all departments to ensure KPI/SLAs are achieved.
• Provide knowledgeable reference point for problem resolution and escalated contacts.
• Ensure valid information is provided in handover to incoming duty manager and relevant others.