Operations Manager

Job Description:

At Domestic & General, we are a leading international company that works with world-renowned brands of domestic appliances and electronic consumer goods. We are currently expanding our horizons and entering new markets, and we need your expertise to help make it happen.

About the Role:
The Senior Operations Manager is responsible for the day-to-day performance and longer-range planning for our contact centers. Working closely with the Operations Director, they will support the contact center strategy and drive key initiatives to improve efficiencies and sales performance.

Key Responsibilities:

• Lead the culture, pace, and tone of the environment, driving a culture of achievement, positive support, and motivation.
• Work closely with Product, Marketing, and IT to bring new ideas or support the implementation of new products/technology in the call center.
• Successfully embed change by challenging positively, delegating opportunities appropriately, developing talent, championing learning, and implementing new ways of working.
• Contribute to high-performance and continuous improvement across the Contact Centre by sharing learnings and best practices.
• Manage the 'how' to drive the best results for customers, the business, and colleagues, focusing on long-term sustainability and short-term targets.
• Focus on personal branding by building strong relationships focused on wider team success and modelling values of trust and integrity.
• Set expectations and drive accountability by providing clarity on objectives and how to achieve them, striking a balance between profitability and colleague engagement.
• Work closely with MI and Data Analytics to identify opportunities for improved performance, establishing actions to drive continuous improvement.
• Evaluate new technology to evolve the call center, improving efficiencies, sales conversion, and customer experience.
• Monitor calls to identify opportunities in scripting, agent desktop design, and training/coaching development.
• Collaborate with internal and external stakeholders to deliver exceptional customer service, identifying opportunities to drive improved CSAT through automation, self-service, and process improvement.

Knowledge and Expertise:

• Must have experience working in a contact center leadership role with proven success meeting and exceeding performance KPIs and sales conversion.
• Evidence of driving motivation within a team with solid and dotted line reports.
• Critical problem-solving skills.
• Demonstrated experience working with data and analytics to drive performance improvement.
• Proven success building strong working relationships.
• Strong communication skills, both verbal and written, working with all levels of an organization up to and including C-level.
• Experience building and delivering strong presentations that effectively communicate within the organization.
• Deliver all operations expense meeting and exceeded budget targets while driving efficiency improvements without sacrificing CX experience.
• Manage key risks, implementing key controls and measures to ensure performance objectives are achieved.

We are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally, and we need your expertise to help us on this journey.