Job Overview:We are seeking an experienced individual to fill the role of Operations Manager.
This position requires exceptional leadership skills, a deep understanding of customer service and sales, and the ability to effectively manage teams while overseeing operations within the country.
The ideal candidate will have a proven track record of handling escalated customer issues with tact and professionalism, while also driving strategic initiatives to achieve business objectives.Responsibilities:Team Leadership: Lead and manage a team of customer service representatives, ensuring high levels of performance, productivity, and morale.Escalated Call Management: Handle escalated customer calls and complaints efficiently and effectively, providing resolutions in a timely manner while maintaining a positive customer experience.Strategic Planning: Implement strategic plans to achieve business objectives and drive growth within the country market.Operational Oversight: Oversee day-to-day operations within the country, including but not limited to staffing, training, performance management, and process improvements.Cross-Team Collaboration: Collaborate with other departments, such as sales, marketing, and finance, to ensure alignment and support for overall business goals.Customer Relationship Management: Build and maintain strong relationships with customers ensuring customer satisfaction and retention.Performance Analysis: Analyse performance metrics and KPIs to identify areas for improvementCompliance and Quality Assurance: Ensure compliance with company policies, procedures, and quality standards, as well as regulatory requirements within the country market.Qualifications:Proven experience in a senior leadership role managing UK clientsUsed to managing teams in a fully remote businessStrong communication and interpersonal skills, with the ability to effectively interact with customers, team members, and Directors.Excellent problem-solving skills and the ability to make sound decisions under pressure.Demonstrated ability to lead and motivate a team to achieve goals and objectives.Analytical mindset with the ability to interpret data and metrics to drive business performance.Knowledge of relevant laws, regulations, and industry standards for UKA good grasp of technology and IT systems and tools such as CRMsPreferred candidate has a background in Marketing / Lead GenerationExperienced in handling stage 1 HR issues*Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it.
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