Operations Manager

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

About the role

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

Key Responsibilities

1. Leading the culture, pace and tone of the environment. Driving a culture of achievement, positive support and motivation, modelling and embedding D&G culture and values.
2. Works closely with Product, Marketing and IT bringing new ideas or supporting implementation of new product/technology to the call center.
3. Successfully embed change; challenging positively, delegating opportunities appropriately, to develop talent, champion learning and new ways of working and to manage time and delivering value add effectively across the team.
4. Contribute to the high performance and continuous improvement across the Contact Centre through sharing learnings and best practice and creating an effective feedback loop to bring BAU improvements to the change agenda.
5. Manage the ‘how’; to drive the best result for the customer, business and colleague, seeking to manage the long-term sustainability of the business as well as achievement of short term weekly and monthly targets.
6. Focus on personal brand; building strong relationships focussed on wider team success. Modelling values of trust and integrity in all interactions and taking personal accountability for actions and delivery.
7. Set expectations and drive accountability; Provide clarity on what the objectives are and how we are going to achieve them; striking the balance between increased profitability and sustainable colleague engagement. Plan/Review/ Measure/Evaluate.
8. Works closely with MI and Data Analytics to identify opportunities in the call center to drive improved performance. Responsible for establishing actions that will continuously drive improvement. Works with the Vendor Manager to execute changes with the BPOs.
9. Evaluates new technology that can continue to evolve the call center improving efficiencies, sales conversion and customer experience.
10. Monitors calls looking for opportunities in scripting, agent desktop design and training/coaching development.
11. Work closely with internal and external stakeholders to deliver exceptional customer service. Identify opportunities to drive improved CSAT through automation, self-service and process improvement using data to drive decisions.
12. Collaborate with colleagues across D&G, valuing the contribution of all roles and functions, to drive the success of Customer Contact and attainment for the Group targets and objectives.

Knowledge and Expertise

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

At Domestic & General, 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 the journey.

• Remote
• Full Time

Salary: £24,500 per year plus OTE £7,200 per annum Contract: Permanent, full time with a fixed weekly shift pattern Location: REMOTE – working from home