Operations Director

Job Type:
Customer Support, Operations
Salary Description:
Negotiable to attract the best
Job Ref:

Having been commissioned by several non-UK operators to provide international customer services our client is seeking a dynamic and hands-on Operations Director, with significant online gambling experience.

Reporting directly to the CEO, the Operations Director is a key engagement for the business and a position that is vital to the continued growth and success – the successful applicant will be an organised, reliable and results-driven professional, with a practical mind to solve problems on the spot, the ability to measure performance clearly, partnered with an ability to see the “big picture” and make intelligent improvements.

The purpose of the Operations Director is to set up, establish and then run an international call centre operation to ensure customers receive consistently excellent service through good planning, the implementation of agreed service level agreements, call centre strategies and operational practices, and ensuring that key performance indicators are properly defined, met and exceeded.

Personal Attributes:
• Customer and service focused
• Strong verbal and written communication skills
• Process improvement
• Problem solving
• People skills
• People management
• Account management
• Managing processes
• Quality focused

Key Skills:
• Effective Communicator
• Strategy, planning, execution and analysis
• Proven operational expertise in the online gambling sector
• Team Leadership
• Customer Experience – proactive client management
• Hands on management style
• Data Analysis and Interpretation
• Resource Management

Principle Accountabilities & Activities:
• Hire and Develop an operational team of c. 70 people
• Manage and increase the effectiveness and efficiency of Support Services (HR, Finance and IT)
• Assist in determining operational strategies by conducting: Needs assessments, Performance reviews, Capacity planning & Cost/Benefit analyses
• Identify and evaluate technologies and tools that add to operational efficiencies
• Define productivity, quality and customer-service standards
• Contribute information and analysis to organisational strategic plans and reviews
• Plan and control implementations
• Maintain and improve operations
• Prepare operational reports on a regular basis
• Provide guidance to the team regarding future performance in order to continuously improve results
• Ensuring People objectives are me
• Preparation of performance reports analysing and summarising data and trends
• Accomplish organisations goals by accepting ownership for accomplishing new and different requests
• Explore opportunities that could add value to job accomplishments
• Perform other duties as assigned by management 

The Ideal Candidate:
• Sound business experience which should include developing and executing operational strategies focused on customer service within the online gambling sector
• Proven experience in driving increased customer service, engagement and operational efficiencies
• Experience of operating in a wide range of markets
• Extensive experience in leading multiple teams of diverse people
• Strong interpersonal skills with a challenging and persuasive manner, to win and maintain the respect of colleagues across the business at all levels
• Clear communication and presentation skills
• Solid analytical and numerical skills

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: BettingJobs

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