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Manager Operations

Location: 

Plymouth, Support Opening, GB

Req ID#:  40405

About Us

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall.

Job Summary

#whysitelplymouth

As our site continues to grow, we are looking for an experienced Operations Manager to help take our clients to the next level. We are a successful global company with sites all around the world, supporting our well known clients in delivering first class customer service every day.

 

A day in the life of an Operations Manager

You will be at the forefront of both the client and customer operation, delivering a commercial, strategic approach that focuses on quality and consistent achievement of the campaign KPI’s.

 

As the Operation Manager you will support the successful delivery by proactively developing and managing your team manager population to ensure they consistently meet their targets.

 

Another key aspect of the role is to strive for operational and behavioural excellence.  Management and employee perception is key for a successful and robust operation.

 

It is essential that you lead by example and comply with site security and policy at all times as well as enforcing this with your wider teams. At all times your approach should embody our Global Operating Standards and our values based approach; Be Bold, Wow Customers, Build Trust, Work Together.

 

To join our crew, we ask that you have the following skills/competencies:

  • Excellent verbal and written skills.
  • Demonstrate strong leadership skills with ability to manage multiple teams and large groups of people.
  • Competent with Performance Management Skills (coaching, conducting an appraisal).
  • Strong verbal/written communication and facilitation skills. 
  • Strong interpersonal/communication skills.
  • Experience managing client relationships.
  • Able to balance both client and business needs.

     

Knowledge/Abilities:

  • Demonstrated knowledge of contact centre operations and customer support.
  • Supervisory skills (including tools, processes and systems knowledge) 
  • Demonstrated knowledge of technology industry and general business management.
  • Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.

     

What you need to know

Permanent contract

 

Our customers need to be able to contact us throughout our opening hours which are …

7am – 11pm Monday to Sunday …and so our team do cover earlier and later shifts and some weekend shifts too.

 

Salary to be determined based on experience.

 

Benefits

Corporate Perks- an exclusive online platform that helps you to save money on shopping and entertainment.

 

Performance Related Bonus (up to 20% of annual salary paid quarterly upon successful completion of a probation period and achievement of key metrics).

 

Company Benefits- pension scheme, childcare voucher scheme and help with eyecare.

 

Dress down Days- casual wear on Fridays, Saturdays and Sundays.

Primary Job Responsibilities

Skills/Knowledge/Abilities

    Education

    Experience Target

      Specialized Certifications

        Manager Operations


        Job Segment: Operations Manager, Manager, Business Manager, Operations, Management, Customer Service