Operations Manager

Operations Manager

Stockport Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead and coach Team Leaders to achieve client service goals and financial targets.
  • Company: Webhelp Enterprise is a dynamic outsourcing company focused on delivering exceptional client services.
  • Benefits: Enjoy a full-time role with opportunities for professional growth and a supportive work environment.
  • Why this job: Join a vibrant team, make an impact, and develop your leadership skills in a fast-paced setting.
  • Qualifications: Ideal candidates have an Associate's Degree and 7+ years of experience, including management roles.
  • Other info: Flexible schedule and a commitment to employee engagement make this a unique opportunity.

The predicted salary is between 36000 - 60000 £ per year.

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Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

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Job Title

Operations Manager

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities

  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
  • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions – Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
  • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
  • Attend business reviews with the client
  • Handle a team of team leaders

Candidate Profile

  • Associate\’s Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
  • Call center experience preferred
  • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
  • Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
  • Work well under pressure and follow through on items to completion while maintaining professional demeanor
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

Manchester -Bredbury – Paul House

Language Requirements

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

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Seniority level

  • Seniority level

    Mid-Senior level

Employment type

  • Employment type

    Full-time

Job function

  • Job function

    Management and Manufacturing

  • Industries

    Outsourcing and Offshoring Consulting

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Operations Manager employer: Webhelp Enterprise

Webhelp Enterprise is an exceptional employer that fosters a dynamic and supportive work culture in Bredbury, Manchester. With a strong emphasis on employee development, you will have access to comprehensive training and growth opportunities while working alongside a team of dedicated professionals. The company prioritises employee engagement and offers a flexible work environment, making it an ideal place for those seeking meaningful and rewarding careers.
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Contact Detail:

Webhelp Enterprise Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Operations Manager

✨Tip Number 1

Familiarise yourself with the key performance indicators (KPIs) relevant to the Operations Manager role. Understanding how to analyse and improve Client Service Level Agreements will show your potential employer that you can hit the ground running.

✨Tip Number 2

Network with current or former employees of Webhelp Enterprise on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights and may even lead to a referral, which can significantly boost your chances of landing the job.

✨Tip Number 3

Prepare to discuss specific examples of how you've successfully coached and developed teams in previous roles. Highlighting your leadership style and results will demonstrate your capability to manage and inspire Team Leaders effectively.

✨Tip Number 4

Stay updated on industry trends and best practices in operations management. Being able to discuss recent developments or innovative strategies during your interview will showcase your commitment to continuous improvement and your proactive approach to the role.

We think you need these skills to ace Operations Manager

Coaching and Mentoring
Performance Management
Client Relationship Management
Financial Analysis
Budgeting and Forecasting
Operational Reporting
Process Improvement
Team Leadership
Communication Skills
Problem-Solving Skills
Time Management
Employee Engagement
Cross-Functional Collaboration
Adaptability to Change

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience, especially in coaching and managing teams. Use specific examples that demonstrate your ability to meet Client Service Level Agreements and financial targets.

Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Operations Manager role at Webhelp Enterprise. Mention how your background aligns with their needs, particularly your experience in call centre management and performance improvement.

Highlight Leadership Skills: Emphasise your leadership abilities in both your CV and cover letter. Provide examples of how you've successfully coached team leaders and created positive work environments in previous roles.

Showcase Analytical Skills: Since the role involves analysing operational reports and improving processes, include specific instances where you've used data to drive decisions or enhance performance. This will demonstrate your analytical capabilities.

How to prepare for a job interview at Webhelp Enterprise

✨Understand Client Service Level Agreements

Make sure you have a solid grasp of what Client Service Level Agreements entail. Be prepared to discuss how you've previously managed or improved these agreements in your past roles, as this will show your understanding of the operational expectations.

✨Showcase Your Coaching Skills

As an Operations Manager, you'll be responsible for coaching Team Leaders. Prepare examples of how you've successfully developed team members in the past, focusing on specific strategies you used to enhance their performance.

✨Demonstrate Financial Acumen

Since the role involves maximising revenue and managing budgets, be ready to discuss your experience with financial forecasting and budgeting. Highlight any successful projects where you contributed to financial growth.

✨Prepare for Scenario-Based Questions

Expect scenario-based questions that assess your problem-solving skills and ability to handle pressure. Think of situations where you've had to implement corrective actions or improve processes, and be ready to explain your thought process.

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