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Senior Vice
President of Operations, London £100K
JOB DESCRIPTION
Senior Vice President of Operations
JOB SUMMARY:
Responsible for the overall management
of operations and achieving client and
company objectives in a quality driven,
cost effective manner. Responsible for
driving revenue for the business unit
and the high level management of the
client services team and the systems
department.
MAIN RESPONSIBILITIES:
Profit and Loss Accountability
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Driving revenue for the business unit
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Managing call centres to achieve
business unit targets
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Accurate forecasting of hours and
revenue on a weekly, monthly and
quarterly basis
People Management
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Communication of corporate and client
objectives to the call centres
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Management, motivation, development
and on-going support of operations
teams across the sites
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Management of the systems team to
ensure that they are providing the
necessary support to the business
Planning
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Work with client services to plan new
client programme implementation
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Development of systems and telephony
infrastructure
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Forecasting and planning resource
requirements for all programmes and
all sites.
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Co-ordination of plans and activities
for new site ‘start-up’s’
Reporting:
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Track and report on hours,
performance, quality and cost
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Produce a weekly report on operational
activities for review by corporate
management
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Provide required information for
monthly business review meetings
Client-facing:
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Attend client meetings on a regular
basis to discuss client requirements
and present details of operational
achievements
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Support the business development team
by contributing to sales proposals and
assisting with sales presentations
Compliance and Quality:
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Ensure that ISO 9000 processes and
procedures are adhered to by the
operation
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Ensure that the requirements of FSA
authorisation are upheld in the call
centres
Strategy:
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Attend monthly business review
meetings
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Ensure that corporate and business
unit goals are in alignment
EXPERIENCE AND SKILLS REQUIRED:
Work experience:
Minimum of 10 years experience in the
call centre industry. At least 5 years
experience managing multi-teams across
multi sites. Knowledge of outsourced
call centre business
Education:
Must be educated to degree level
Analytical skills: Ability to identify and report on the key drivers of the
business
Systems Knowledge:
Knowledge of call centre front-end and
support systems and telephony
infrastructure.
Accounting Practices:
Ability to read and interpret accounts
and awareness of
Sarbanes-Oxley
legislation
Human Resources:
Knowledge of HR practices and
sensitivity to cultural and national
differences.
CORE COMPETENCIES OF THE ROLE:
Communication:
The ability to convey information
clearly, accurately and convincingly
verbally and in written format.
Must have the ability to interact
effectively with staff, clients,
vendors, suppliers and corporate
personnel. Must have the facility to
build rapport, utilise listening skills
and use diplomacy and tact.
Teamwork:
Contributes actively to a working
environment in which colleagues work
co-operatively with each other,
accepting collective responsibility.
Planning and
organisation:
The way in which an individual
prioritises,
organises
and schedules activities and resources
to ensure achievement of results.
Respect for all:
Demonstrates awareness of cultural and
community diversity and sensitivity to
the needs and feelings of other people.
Responding to change:
Receptive to the need for change and
adaptable to changing work demands and
conditions.
Leadership:
Motivates, empowers and develops others
to achieve shared goals.
Decision-making and Initiative:
Ability to assess the extent & scope of
a problem and decide what action is
appropriate. Demonstrates willingness to
take ownership of action and outcome.
Ability to handle decisions over
allocation of staff and resources;
planning to achieve objectives; agreeing
client objectives and implementation of
new processes and procedures.
Delegation:
Effectively allocates tasks and defines
resource requirements for sites and
projects.
Influencing and Negotiating:
Convinces or impresses others in a way
that results in acceptance, agreement or
behaviour
change.
Strategic Thinking:
Maintains and communicates a compelling
vision of the future and adopts
strategies to drive the business forward
to achieve long term goals.
WORKS CLOSELY WITH:
HR Director, Director of Support
Services
DIRECT REPORTS:
Senior Director of Operations, Client
Services Director, Programming Director,
Systems Infrastructure Manager
TRAVEL REQUIRED:
Required to travel on a regular basis to
the different offices within the
business unit
For more
details, email
info@callcentrepeople.com
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