Head of Operations

Job Type:
Permanent
Categories:
Customer Support, Operations
Location:
Eastern Europe
Salary Description:
Competitive Salary Offered
Posted:
10-May-22
Job Ref:
17216

Our client are looking for an ambitious, motivational leader to join their multi-channel, multi-site Customer Service team in supporting their portfolio of brands with specific responsibility for leading their Operations in Bulgaria. A self-starter, you will be experienced at understanding Contact Centre SLAs and breaking-down top line numbers into key performance goals for your direct reports and their staff. Reporting to the Head of Global Operations, the successful candidate will have direct responsibility for leading a team of three Team Leaders within the Customer Services team, whilst also providing on-site support and guidance to the Quality, Digital and Finance teams and their line managers who sit outside of Bulgaria. You will display strong critical thinking and EI skills, understanding the nuances of human behaviour to be a confident and competent coach who is able to provide demonstrable experience of implementing a framework for staff development.

Key Responsibilities:

● Work closely with the Head of Global Operations and the SLT to deliver on the 6 strategic objectives of the Customer Operations Director; covering Recruitment, Retention, Resolution, Expert staff, Handle Rate, and Continuous Improvement
● Use data from agent KPIs to show that new staff hires in BG meet the standards set by the management team, feeding back any findings into the recruitment process and ensuring that the probationary period is being used to effectively manage low performing staff out of the business (Recruitment)
● Use the call and chat Customer Survey reports to drill down on the BG team’s performance identifying trends in call drivers and product knowledge, working with your Team Leaders and the Performance Improvement team to coach agents to achieve the resolution target of 75% (Resolution)
● Use your passion for great service and your ability to motivate and inspire people to develop a culture of customer-centricity amongst your staff that raises the CSat score above 4 (Resolution)
● Focus your direct reports on managing the workflow of their team using the Real Time Adherence and the call and chat dashboards to ensure remote and office working staff are on time and present for work, are in the correct ready-states and are not struggling with their contacts (Handle Rate)
● Use daily reports to monitor your team’s performance against the SLA highlighting any issues with handle rates to determine whether a resourcing, staff conduct or floor management issue exists, report your findings to your line manager and work with your peer group in the other locations to ensure that cover is balanced between the sites (Handle Rate)
● Work with your team to create a calibre of staff who are experts within their Tier level, ensuring that training issues are being addressed and that coaching and 121s are being captured in the appropriate templates in line with best practices set out by the Performance Improvement Manager (Expert)
● Familiarize yourself with the Performance Management and Misconduct processes of the company, working to ensure that the onsite HR is using these processes in-line with local legislation to advise your teams and that poor performance and behaviour is being managed correctly (Expert)
● Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance (Expert)
● Understand the roles of the CS Product Managers and Process Improvement team and work with them and the SLT to find ways to reduce your staff’s effort in carrying out their roles by improving our technology and the way we work (Continuous Improvement)
● Lead by example by learning the intricacies of our business and understanding our customer journeys, using this knowledge to provide evidence for isolating customer pain points and feeding this back into the business (continuous Improvement)
● Role model great service and handle escalated situations with ease and professionalism, looking for win-win outcomes with customers (Retention)
● Manage and oversee all aspects of site administrative issues and facilities, e.g. employee payroll, office supplier relationships, equipment purchase, disaster recovery, building insurance etc
● All other appropriate tasks as assigned by line manager

Essential Requirements:

● 4-6 YEARS MID TO SENIOR MANAGEMENT EXPEREINCE IN CONTACT CENTRE OR CUSTOMER SERVICE ENVIRONMENT
● EXCELLENT INFLUENCING SKILLS AND THE ABILITY TO SHAPE AGENDA WITH KEY STAKEHOLDERS WITHIN THE BUSINESS
● ANALYTIC MINDSET WITH A DESIRE TO GET BEHIND THE NUMBERS TO UNDERSTAND TRENDS.
● AN ABILITY TO ROLE MODEL GREAT SERVICE SKILLS AND HANDLE ESCALATED SITUATIONS WITH EASE AND PROFESSIONALISM
● A PASSION FOR COACHING AND DEVELOPING EMPLOYEES
● MUST HAVE A FLEXIBLE SCHEDULE AS WE ARE A 24/7 OPERATION

DESIRABLE:

● KNOWLEDGE OF PROJECT MANAGEMENT PRINCIPLES WOULD BE ADVANTAGEOUS
● DEGREE IN A BUSINESS RELATED DISCIPLINE WOULD BE ADVANTAGEOUS
● A PASSION FOR AND KNOWLEDGE OF SPORT AND OR BETTING WOULD BE ADVANTAGEOUS
● KNOWLEDGE OF CUSTOMER SERVICE CONTACT SYSTEMS INCLUDING LIVEPERSON AND CISCO
● FAMILIARITY WITH ONLINE AND OFFLINE PAYMENT FRAUD, PAYMENT INDUSTRY TRENDS, RISK ANALYSIS, THIRD PARTY VERIFICATION AND RISK MANAGEMENT SOLUTIONS

Contact Details:
Tel: +44 7485346100
Contact: BettingJobs
Email:

Return to search results

X
Latest Job Listings