Senior Operations Manager

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🔥 9 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 Seed Round on 2018-01

Consulting • Healthcare • Insurance

Capita is a business focused on providing essential internet services related to the management of cookies on websites. Although the text is primarily informational about cookies and their legal implications within the EU, Capita likely deals with compliance and privacy policies to help businesses adhere to regulations, ensuring effective data management and user experience online.

📋 Description

• Lead the day-to-day delivery of large-scale contact centre operations • Manage Team Leaders and operational performance across sizeable customer service teams • Build relationships with key client stakeholders and act as a trusted operational partner • Drive performance against KPIs, SLAs, quality measures and customer outcomes • Lead service mobilisation and operational readiness activities • Support workforce growth, service expansion and transformation initiatives • Analyse operational performance data to identify trends, risks and improvement opportunities • Drive employee engagement, performance management and capability development • Collaborate with Quality, Training, Resource Planning and MI teams • Champion continuous improvement, innovation and customer excellence

🎯 Requirements

• Proven experience leading operations within a contact centre or customer service environment • Previous experience as an Operations Manager, ideally within large-scale service operations • Strong stakeholder management and client-facing experience • Experience managing multi-channel customer contact environments, including voice, email and digital channels • Experience managing large operational teams through Team Leaders and other management layers • Strong understanding of operational performance metrics, service delivery and customer experience • Experience operating within high-volume, fast-changing environments • Ability to lead teams through growth, change and transformation • Strong commercial awareness and decision-making capability • Desirable: experience in public sector, government, regulated or outsourced service environments • Desirable: experience supporting digital transformation or operational change programmes • Desirable: experience scaling operations to fluctuating demand and service requirements • Desirable: knowledge of mobilisation and service transition activities

🏖️ Benefits

• 23 days’ holiday, rising to 27 days, with the opportunity to buy extra leave • Paid day out of the office for volunteering with charity partners or a chosen cause • Auto-enrolment to the company pension • Life assurance • Cycle2work scheme • 15 weeks’ fully paid maternity, adoption and shared parental leave • Two weeks’ paternity pay • Voluntary benefits including retail and socialising discounts • Health and wellbeing benefits • Travel and technology benefits • Employee Network Groups • Career development opportunities • Opportunities to learn new skills and develop in your career • Recruitment adjustments and support for candidates with disabilities