Operations manager for Telecommunications Customer Care.

• Supporting a management team of 9 Team Leaders to achieve their daily, weekly and monthly KPI expectations, through knowledge, structure and ownership. • Managing the day-to-day operation – Absence, attrition, PCA updates, TCHT requirements, Planning and forecasting information, on boarding, assisting the Comms team with updates and change.• Completing a variety of calls with key stakeholders throughout to ensure the department is running efficiently and that we are set up for the coming periods. • Manager 121s and catch up`s providing updates, support with improvement areas and engagement.• Attending client meetings to discuss the IDP and PCA commitments, process changes, systems, and Complaints. • Ensuring the head of dept has a firm understanding of any challenges and successes throughout and is aware of anything that may impact performance, the people, client, or the customer. • Completion of management reporting for Capita and the client for my Operational area.

• Engagement, management, and support of a team of 14 advisors.• Ensuring the team are punctual, professional, motivated, and fully knowledgeable regarding the expectations and their role.• To achieve a world class score on a monthly basis with the teams Net Promoter Score and to ensure the advisors collectively achieve all other required business and customer KPI`s.To control absence management and complete every aspect of the process from day one to return to work.• To assist in achieving departmental service level agreements by closely monitoring and supporting the advisors and liaising with relevant departments such as the intraday team, scheduling and also the support staff.• Complete daily coaching, one to one catch up meetings, required disciplinary and formal meetings, and various customer and people related tasks.• To develop and drive ambition and skill within the team and to discover talent and career aspirations.• To take on extra responsibility and to cover the operation in the absence of senior leadership team.• To design and implement coaching plans in order to maintain high standards and accuracy.• Assist with recruitment and departmental growth completing workshops, interviews, and team headcount• To be fully accountable for customer service at every level from first contact through to any potential escalations and ongoing challenges talking ownership and building trust and confidence with our customers and clients.