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What we’re looking for
                         

We are looking for an experienced and dynamic thinking Head of Operations to complement our team just outside of Glasgow

We do things differently here, it’s about the culture you create as a Head of Operations that is critical, the journey you take your people on to achieve and deliver success, empowering them to grow adding value to achieve personal and collaborative goals, we don’t employee smart people to tell smart people what to do.

You will have overall responsibility for the day-to-day tactical running of the contact centre, client relationship, profitability and opportunistic direction growing the solid foundation we have, in addition to developing longevity through strategy that builds and maintains brilliant client/stakeholder relationships,

We don’t stand still and as a result, a solid plan executed in the correct way that takes our team on a journey as one is vital

What to expect
                         

As a Head of Operations, you will work with the senior management team and client team up to and including board level to deliver a centre of excellence driving above and beyond customer service, that treats everyone as individuals but equal and treats all customers in a way that creates strong brand advocacy.

Your main duties will include, but are not restricted to:

  • Developing an effective culture for all that continues our journey of change in the retail sector and how we complement that with effective customer contact management across both centre and work at home verticals with the operation having a geographical footprint across Europe
  • Responsibility for leading your team to execution of key business and client objectives- Performance/Cultural/ Transformational
  • Building and maintaining meaningful stakeholder relationships internally and externally that focus on strategy execution from short to long term
  • Using insights that drive effective performance delivery and forms a client partnership that is based on being seen as a retail partner for customer effort reduction and maximum customer experience delivery
  • Forecasting and analysing data against budget figures consistently to ensure that we maximise efficiency, redeploying budget into value adding opportunistic scope for our client and their customer
  • Identifying and instilling best practice, processes and technology that drives a continuous improvement environment where we are always redefining what good should feel like
  • Working internal stakeholders cohesively (Resource Planning/Real Time/ Business Intelligence/ Finance/ Learning and Development/Recruitment/Digital Transformation and HR) that ensures we succeed as one opposed to as individuals
  • Leading the execution of Digital Transformation continually that see’s us drive constant recommendation and change that challenges how easy it is for our customers to interact with us and makes the life’s of our people as easy as possible

You
                         

To be successful in this role, you must be able to demonstrate:

  • Previous Operations Management experience
  • Desirable experience working in a Contact centre or outsource environment
  • The ability to work effectively with client contacts to deliver BAU, change and improvements
  • Confidence with technology, with proficiency in Excel, Word, PowerPoint and Outlook
  •  Thorough knowledge of end to end customer processes
  • An ability to analyse data and present clear messages from it
  • Excellent communication skills in varying circumstances, tailored to your audience
  • Excellent interpersonal skills and a collaborative management style
  • Commitment to high professional ethical standards and a diverse workplace
  • The ability to look at situations from several points of view and operate in a fast-paced environment
  • Positivity and the ability to remain focussed in sometimes challenging situations
  • Professionalism, fairness and consistency

Up for the challenge?
                         

We understand people don’t fit in little grey boxes. We recognise the importance of individuals. Our success is down to our people and we are always on the lookout for new members of #theAteam to help us deliver incredible experiences for both our clients and customers.

So, if you’re ready for a new challenge then hit ‘Apply Now’ to become the newest member of our growing team.

APPLY NOW

We’re expecting lots of people want to join #theAteam. So unfortunately, if you have not heard from us, please assume that your application has been unsuccessful on this occasion.

The Ascensos Story

Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced customer service, offering omnichannel customer contact solutions across traditional, digital & social channels.

We are an owner-managed, next generation boutique contact centre. We draw from our awarding winning background of world-class customer experience, combined with the digital mindset and the latest emerging technology to shape customer experience solutions for tomorrow’s customer needs.

Within eight years, we have expanded our operations Globally; with sites in Scotland, England, Romania, Turkey and South Africa. For us it’s all about loving what you do.

Be our next A-Player

As part of #theAteam, you’ll receive full training and support to be the voice of our clients’ brand. So there’s no room for average.

We recognise the unique contributions of all our Ascensos colleagues across Europe, it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering great customer service, career development and fun Fridays are the norm.