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Operations Manager


Operations Manager

  • Full Time
  • Glasgow
  • Posted 5 days ago


Hours: Monday to Sunday 8am to 9pm (however more likely to work core business hours)

Duration of contract: Permanent

Salary Competitve DOE

Reporting To: Head of Client Operations

Job Purpose

Parseq Glasgow are currently looking for an Operations Manager. Leading and managing team managers to get the best out of our employees and to ensure all targets, SLA’s and objectives are achieved. This role will ensure a professional and committed environment is developed and sustained across the operation. You’ll implement and manage any projects and look at ways to add value to the account. Working with the team in creating a contact centre of customer service excellence.

Key Tasks

Ensure commercial targets and objectives are achieved and review at regular 1:1’s and performance reviews

  • Communicate specific targets and objectives for any new projects and set individual targets
  • Regularly audit Team Managers performance
  • Manage performance and implement performance improvement plans where necessary
  • Participate in client calls, meetings and site visits as requested
  • Deliver NPS and QA results to match client in house standards
  • Ensure that professional call standards are maintained and exceeded through regular communication and reinforcement
  • Work with the resources team to assess staffing levels to ensure appropriate cover is in place to achieve all campaign objectives
  • Utilise Contact Centre systems to ensure all KPI’s are delivered
  • Provide relevant data and information and produce additional reports as required
  • Proactively identify, recommend and implement process improvements within the Contact Centre to add value to the operation
  • Take part in any adhoc projects across the Contact Centre
  • Manage attendance to minimise sickness, non-attendance and attrition
  • Create original and innovative reward and recognition schemes as required
  • Be familiar with company disciplinary procedures and lead any operational disciplinary meetings

Key Competencies

  • Leadership and motivation
  • Performance Management
  • Client relationship management
  • Quality Focus
  • Effective communication both written and verbal
  • Lead and Manage Change
  • Target achievement
  • Developing self and others through coaching
  • Customer focus
  • Teamwork
  • Interpersonal skills

Behaviours, Knowledge & Experience

  • Proven Management and leadership experience
  • Proven experience in a Call Centre environment, ideally within the outsourcing industry
  • Client relationship experience would be an advantage
  • Demonstrable understanding of resource planning would be an advantage
  • Sales and customer service experience
  • Strong demonstrable coaching skills
  • Excellent reporting skills and ability to analyse figures and data
  • Ability to work as part of a team as well as demonstrating own initiative
  • Financial & Commercial knowledge
  • Sound basic education, numerate with demonstrably good use of English, written and oral

What we’ll offer you

  • Established company with fantastic career opportunities
  • Become part of an excellent company culture
  • Provide you with an opportunity to work with some leading blue chip brands across numerous industries
  • Opportunity to gain nationally recognised qualifications
  • Fantastic induction training programme
  • Ongoing training, support and development
  • Employee Assistance Programme (EAP)
  • Contributory pension scheme
  • Onsite catering facilities
  • Discounted on site gym membership
  • Eye care vouchers
  • Childcare vouchers
  • Opportunity to support charities and be involved in fundraising events

Up to 28 days holiday



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Posted by Parseq  Posted on 14 Mar 
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