Overview
Circet IRE & UK is hiring an experienced Operations Manager to join the 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 leads a Service Centre team aligned to a specific division within Circet Home: Installs, In-Home, or Last Mile. This role drives performance and results within its designated division, requiring close collaboration with the Field Operations team to design and refine processes and team structures that support operational excellence. The role also partners with Client Management teams to understand client needs and ensure the consistent delivery of service expectations.
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 of management experience at a mid-senior level within a similar role.
* Adds value to the team by balancing tasks and people, being inclusive, involving each person's strengths, friendly and approachable, a real team builder, creating common goals, and motivating others.
* Effective communicator, able to define goals, discuss strategy, gain buy-in, agree actions to be delivered, and review and analyse results.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Administrative, Customer Service, and Project Management
Industries
* Utilities
#J-18808-Ljbffr