Operations Coordinator responsible for assisting the Client Operations Manager with projects, monitoring fieldwork, reporting, and invoicing clients.
About the role
- Operations Team Manager overseeing daily operations and performance of contact centre team at Sopp+Sopp. Managing coaching, performance targets, and client expectations in Peterborough.
Responsibilities
- Daily management of the team, including effective resourcing, planning and allocating work sources.
- Act as a point of escalation for any client and customer escalations.
- Manage and take action on high volume enquiries, managing client expectations at all times.
- Review individual performance, attendance and behaviour and provide coaching and timely feedback to support all team members.
- Identify training needs for any team members and work with Operations Manager and the Training team to implement training plans.
- Drive performance by monitoring KPIs and analyse relevant performance data with the team member to identify areas for improvement.
- Conduct side by side coaching
- Maintain a consistent approach to absence management
- Ensure communications and systems are regularly updated in line with Company procedure and policy.
- Report and provide updates on team performance including weekly targets and achievements to the Operations Manager
- Adhere to all relevant regulatory rules and guidance
- Responsible for regular engagement activities, and reward and recognition within the team.
Requirements
- Knowledge of multichannel contact centre operations and practical knowledge of other areas of the contact centre
- Industry best practice awareness
- Good reporting and analytical skills
- Ability to manage and coach a team
- Excellent written and verbal communication skills.
Benefits
- 33 days holiday (including bank holidays)
- Personal health cash plan – claim back the cost of things like dentist and optical check ups
- Enhanced maternity / paternity / adoption / shared parental pay
- Life assurance: three times basic salary
- Free breakfasts and fruit
- Birthday surprise for everybody!
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Assistant Operations Manager overseeing meter reading services and operations at Bermex, Inc. Key responsibilities include managing operations, supervising staff, and ensuring customer satisfaction.
Operations Analyst at Bank of America analyzing and resolving daily business issues through reporting and trend identification. Building procedures and supporting continuous improvement in banking operations.
Process Improvement Facilitator specializing in process analysis and continuous improvement techniques. Collaborating with stakeholders to enhance operational efficiency and embed improvement practices.
Intern assisting in advertising operations for healthtech company Memed. Engaging in media placement and campaign management while learning industry tools and practices.
Digital Operations Executive responsible for managing and improving a multi - country web platform. Ensuring stability, compliance, and performance while collaborating with various stakeholders.
Manager of Specialized Ops within Disney’s Addressable Ad Operations team. Driving operational management of SSP and DSP partners while developing a team of Senior Specialists.
Director of Sales Operations responsible for leading a team and driving seller productivity at Wolters Kluwer. Partnering with cross - functional teams to optimize processes and achieve revenue targets.
Manager for financial operations at Comcast ensuring compliance and performance, leading a team and managing budgets. Responsible for financial statements and analysis reporting to management.
Operations Analyst II developing and delivering analytical findings for insurance company SelectQuote. Collaborating with stakeholders for performance reporting and strategic initiatives analysis.