Operations Delivery Manager
An excellent opportunity to work for a dynamic and forward thinking organisation.
This role is responsible for the management of teams within the Operational Delivery Team. The role is accountable for targets and KPI's working in conjunction with internal stakeholders to achieve and result in high customer/learner satisfaction.
Experience required:
Thorough understanding of Contact Centre telephony, technologies and good practice with experience of managing a team
Experience of managing Service Centre teams to achieve set KPIs
Matrix management skills to encourage and promote team working across internal teams
Excellent computer skills and proficient in excel, word, outlook, and the use of CRM systems
Excellent communication skills both verbal and written
Knowledge of government educational funding and external bodies desirable
Experience of managing groups and projects or initiatives.
Excellent interpersonal skills and a collaborative management style.
Budget management experience desirable
A demonstrated commitment to high professional ethical standards in a diverse workplace
Ability and high comfort level to operate in an fast pace, fast change environment
Ability to look at situations from several points of view
Delegate responsibilities effectively
Level 3 Management Diploma desirable
Level 2 English and Maths essential
The Operations Delivery Manager is responsible for managing operational delivery to achieve a high level of quality service for all customers. This role will own the delivery plans and forecast to deliver required output and achieve set targets and analyse daily, weekly and monthly performance and reports against delivery service KPIs to utilise resources correctly and ensure all Service Levels are achieved (e.g. Inbound Outbound, Email, Admin, scorecards, capacity model, AHT, abandoned calls, etc.).
The successful candidate will have experience of managing shrinkage levels to ensure delivery is cost effective and team productivity levels are consistently high yet still drive continuous improvement across the operation though robust performance management.
The Operations Delivery Manager will be required to ensure all staff are constantly developing through their individualised PDP and team TNA’s. You will ensure that all direct reports are coached to achieve business targets and high performance levels whilst working with your Team Leaders to drive productivity and a high quality service to customers.
Excellent benefits package + 25 days holiday
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