Responsible for 550 FTE-call taking staff ,6 managers-including Responsible for all client interaction with Ops ManagersTargets based attrition, customer satisfaction and quality , retainLiaising with every touch stone in the business to ensure all requirements, duties and deliverables are met on timeReporting directly to the Head of OperationsResponsible for ensuring client reports are delivered and management of client’s expectationsEnsuring client’s request are appropriately delivered via current channels of training, quality and coachingEnsuring all training and coaching material is up to date and relevantIdentify clear opportunities to streamline current processes and implement alternatives Coach and Mentor Team Managers. Ability to deliver all KPI's when challenged. Ability work in a highly pressurized environment. Competitive analysis of reports. Ability to manage both an Inbound contact centreManage commercial accelerator for department from an Ops perspective