Operations Manager

The main purpose of the role is to maintain the Operational performance of the Hillarys Contact Centre through consistent resource planning, accurate reporting, efficient processes and procedures in order to achieve business agreed service levels. Has strategic influence on the next generation of resource and performance management for the contact centre and many other customer facing departments within the business

Main duties include:

Telephony

• Overall management of the customer experience through skills based routing and call scripting in Nortel CC6
• Multi media/branding experience within a contact centre
• Liaising with and advising all departments throughout the business to develop a consistent and seamless customer telephony contact strategy for the company.
• Maintain communication flows and relationships with internal telephony Stakeholders/customers
• Identify any service improvements throughout the business using the telephony system
• Overall responsibility for all levels of KPI reporting required.

Planning

• Plan all recruitment requirements for the Contact Centre in line with Business forecasts, call outlooks and attrition forecasts.
• Delivering a multi skilled environment in the contact centre as part of the resource planning objectives. This project is to be rolled out company wide
• Manage the Resource Schedule to facilitate contact and activity volumes with optimum coverage to achieve business agreed service levels.
• Strategically plan and design shifts for optimum coverage and cost effectiveness
• Provide short, medium and long term call volumes forecasts and staffing requirements
• Provide Project Management with the implementation of key initiatives into the Contact Centre including technical enhancements, systems and telephony
• Manage the capacity of the Contact Centre and plan for future needs and requirements
• Provide consistent Operational Procedures for Associates and Team Leaders including Business Continuity
• Ensure timely and accurate MI reporting on Contact Centre performance to the business, team leaders and the Head of contact centre.

Recruitment

• Manage all Contact Centre recruitment requirements in line with FTE Budget and work volumes.
• Develop and maintain cost effective recruitment agency contacts

Leadership

• Lead, motivate and develop a team of 2 FTE in the Resource Planning and MI Function.
• Provide Operational Management support to Managers and Team Leaders throughout the Contact Centre and other customer facing departments within the business.

 

• Excellent knowledge of Work Force Management and Resource scheduling via QMAX WFM Database
• Minimum 3 - 5 years experience of senior level contact centre operational management.
• BT/Nortel Switch configuration knowledge
• Prince 2 Project Management or an equivalent qualification
• Advanced skills with all MS packages.
• Excellent planning and organisation skills
• Disciplined approach to executing work plans
• Attention to detail
• Excellent time management
• Ability to communicate effectively with all staff, at all levels
• Good facilitation skills at all levels of management
• Confident communication

 

Excellent standard of education

The closing date for this vacancy is 16/05/2008