Why work for Foundever?
Are you an experienced Contact Centre Senior Operations Manager?
We are looking for an exceptional Leader to undertake the role of Head of Operations at our location in Kingston upon Thames.
At Foundever, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential. We focus on you and, with your drive, look to create your best moments.
What you’ll be doing.
The Head of Operations is responsible for the successful operation, strategic direction and financial contribution of our Kingston site, managing both human and material resources. You will be location centric, as opposed to client centric, and the focus is the management of the site/hub operations. As the Head of Operations you will be responsible for the growth and successful operation, direction and financial contribution of multiple clients, managing both human and material resources.
About you.
It is essential that you are an exceptional leader and that you have passion for management and customer excellence in order to create an environment for success with the ability to delegate and drive performance through your Operations Managers. It is key that you are a confident and an experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment. You will be a self-assured competent manager with experience in driving KPI performance, client management, understanding financial budgets, forecasts, pricing models and bill to pay. You will be able to establish robust working relationships with both internal and external stakeholders.
Key Responsibilities:
Financial performance
Achieving profitable business growth across all clients within the site, including:
* P&L management
* Forecasting/resource planning and prioritisation.
* Achieve Revenue and Profit to EBTIDA.
* Demonstrate sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management.
* Establish, monitor and maintain priorities to meet client, site and corporate goals.
Clients
* Own the relationship with the client (in the absence of an Account Manager) or partner with the assigned Account Managers to grow the accounts.
* Ensure a process is in place to consistently deliver solutions to our clients on a proactive basis, to enhance the quality and decrease the cost of service delivery.
* Participate in bids as appropriate.
* Identify possible business opportunities for growth within the current business
* Review and implement actions related to client satisfaction surveys to ensure a process of continuous improvement.
* Communicate and escalate client issues to appropriate teams.
* Serve as an effective business partner to multi-site clients, working in conjunction with peers; support the broader business line and corporate units to achieve goals.
Operational performance
* Review performance for each LOB and provide support and accountability at each level.
* Drive KPI performance.
* Have a solid strategy for both Work from Anywhere (W@H, B&M etc.) engagement and performance.
* Ensure our global operating model is consistently implemented across the site.
* Create a high performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verify performance against operational and financial metrics and manage under-performance through improvement plans.
Compliance
* Be responsible and accountable for the proactive implementation and ongoing operational adherence to the Foundever and client contractual security policy requirements and legal compliance to all appropriate legislation.
* Ensure that all Foundever contract and permanent staff fully comply with the security policies and requirements, as it may impact revenue.
* Proactively manage and be responsible for all health and safety issues, ensuring a safe working environment.
Leadership and Management
* Promote a walking management philosophy
* Development of the leadership team via succession planning and leadership development.
* Promote coaching and development of associates through processes such as the continuous performance management.
Associate satisfaction
* Attract and retain the best talent.
* Work with Human Resources in addressing people and labour issues as necessary, including attrition and absenteeism.
* Monitor and address employee satisfaction issues through the use of surveys and implement action plans.
Your Profile & Experience.
* Leadership: Exceptional leadership skills with ability to manage multiple teams and large groups of people.
* Expertise: Minimum of 5 years’ experience in a Contact Centre Management role.
* Communication skills: Excellent Interpersonal/communication skills, communicating at all levels.
* Financial: Proven ability to action commercial decisions affecting P&L and create budgets/forecasts whilst tracks financial performance against plan.
* Ability: Good numeric and verbal reasoning skills.
* Critical thinking: Effective problem-solving skills.
* Employee performance: Performance Management skills.
* Knowledge: Demonstrated knowledge of industry & general business management.
* Background: A clear criminal background check.
1. If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and I will be more than happy to speak with you.
[ever] creative. [ever] committed. [ever] connected.