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What we’re looking for
                         

We are looking for an experienced Manager to join #theAteam, as an Operations Manager you will be responsible for evolving, embedding and driving operational processes that will under pin performance and service delivery.

What to expect
                         

You will work with colleagues and senior client contacts to deliver performance targets and to develop the customer service offering for the client’s business. We don’t stand still – you will have to stay ahead of the curve to ensure client satisfaction and consistent growth in revenue.

As Operations Manager, your main duties will include, but are not restricted to:

  • Oversee delivery of great customer service in line with agreed KIPs and SLA’s

. Collaborate with colleagues and key stake holders to drive and support change to delivery client success

. Work in conjunction with client success manager to communication and coordinate business change to drive operational plans

. Embed change required to drive operational plans outcomes and align goals

. Collaborate with key stake holder to create and drive a learning & development culture through ongoing coaching and upskilling programmes

. Contribute to short and long-term operational planning and strategies as a member of the operational management team

. Work in collaboration with key stakeholders to transformation processes to align with future operating model

  • Communicate effectively with your colleagues and key stake holders

. Develop the client relationship, ensuring there is an effective partnership and clear communication

  • Prepare performance reports by collecting, analysing, and summarising data and trends

. Understand customer and people implementation issues in order to provide best practice recommendations for resolution.

. Identify and proactively manage risk areas and commit to seeing a value delivery issue through to complete and sustainable resolution.

You
                         

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

  • Previous 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

. Desirable experience in Business analysis, process documentation, system testing

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 six years, we have expanded our operations across Europe; with sites in Scotland, England, Romania and Turkey. 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.