We are hiring! Circet are looking for an experienced Operations Manager to join our Service Centre / Call Centre in Selkirk. The Operations Manager is one of three key positions reporting directly to the Head of Service Centre. Each Operations Manager is responsible for leading a Service Centre team aligned to a specific division within Circet Home: Installs, In-Home, or Last Mile. This role plays a critical part in driving performance and results within its designated division. It requires close collaboration with the Field Operations team to design and refine processes and team structures that support operational excellence. In addition, the Operations Manager works in partnership with Client Management teams to ensure a deep understanding of client needs and the consistent delivery of service expectations. Key Duties and Responsibilities: Operational Strategy & Process Design Collaborate with key stakeholders to develop and maintain the Statement of Operational Processes for your division. Build a deep understanding of how the Service Centre contributes to divisional success and structure the team accordingly to deliver high performance. Establish clear strategies for continuous improvement across systems, processes, and people. Performance Management Monitor daily performance metrics and proactively drive improvement. Develop and implement contingency plans to address performance issues and ensure operational resilience. Lead the creation and calibration of evaluation processes and tools in collaboration with Performance Managers and Coaches. Leadership & Team Development Lead, coach, and develop the Performance Managers/Coaches to achieve excellence and consistency. Foster a strong team culture, with a focus on motivation, accountability, and high standards. Organise regular team meetings to communicate goals, updates, and progress. Stakeholder Engagement Host Agent/Manager Forums to understand frontline issues and drive improvements from the ground up. Work closely with client-facing teams to ensure operational delivery aligns with client expectations and requirements. Reporting & Resource Management Present weekly and monthly performance reports to the Head of Service Centre and the wider business. Regularly review team resources and make a clear business case for additional support where necessary. Oversee the review and distribution of operational reports to ensure accuracy and clarity. Requirements : Preferred: Higher Education. Ideally, candidates will already have 3 years management experience at a mid-senior level within a similar role. Strong results driven performance in previous roles. Adds value to the team - balancing tasks and people, being inclusive, getting people involved by understanding each person's strengths, friendly and approachable, a real team builder - creation of common goals, motivator, recognised as the leader. Effective communicator, able to define goals, talk through strategy, gain buy in and agree actions to be delivered, review then analyse results.