What are the responsibilities and job description for the Operational Director position at Domestic and General Group Limited?
About Domestic and General Group Limited
Domestic and General Group Limited is an international company with a rich 100-year legacy. We are expanding our horizons, entering new markets and territories internationally.
Job Description
The Senior Operations Manager plays a key role in driving the success of our contact centers. This position requires a strong leader who can develop and implement strategies to improve efficiency, sales performance, and customer experience.
Main Responsibilities:
- Culture Leadership: Develop and maintain a culture that fosters achievement, positive support, and motivation within the team.
- Strategic Partnerships: Collaborate with Product, Marketing, and IT teams to drive innovation and implement new ideas that improve customer experience.
- Change Management: Embed changes effectively, delegate opportunities, and manage time to deliver value-added results.
- Contact Center Performance: Contribute to high-performance and continuous improvement through sharing learnings, best practices, and creating an effective feedback loop.
- Accountability: Set expectations, drive accountability, and provide clarity on objectives and how to achieve them.
- Data-Driven Decision Making: Work closely with MI and Data Analytics to identify opportunities and drive improved performance.
- Tech Evaluation: Evaluate new technology to continue evolving the call center, improving efficiencies, sales conversion, and customer experience.
- Customer Focus: Work closely with internal and external stakeholders to deliver exceptional customer service and identify opportunities to drive improved CSAT.
