Head of Operations

Head of Operations

  • Location

    Walsall, West Midlands

  • Sector:

    Office Support

  • Job type:


  • Salary:

    £70000.00 - £80000.00 per annum + Benefits

  • Contact:

    Jane Spearman

  • Contact email:


  • Job ref:


  • Published:

    4 months ago

  • Expiry date:


  • Consultant:


Gleeson Recruitment Group are seeking a highly experienced and driven Head of Operations, with a background in Outsourced Contact Centre leadership.

You will be responsible for coaching and mentoring a team of up to 250FTE, developing and delivering efficient business plans, covering clear service strategies, operating costs, turnover, cash flow and profit generation.

Key Responsibilities

  • Establish mechanisms to measure client satisfaction, set and measure performance indicators established in client SLA's
  • Be confident to deliver monthly performance board reports at client and organisation level
  • Management of operational budget and ensure adherence to people related budgets; translating business targets into meaningful and individual targets with quality measures
  • Adopt a partnership approach with customer/client to actively improve processes, systems and service
  • Preparation and presentation of new plans, initiatives, proposals, and creative solutions in high-level and departmental meetings
  • Promote effective team working to deliver exceptional service quality; coaching and mentoring your direct reports to excel in commercial awareness and contractual service delivery
  • Integration of client feedback into operational delivery to ensure continuous improvement and added value to result in additional revenue generation

You will need to:

  • Demonstrate experience of managing large teams in Call Centre/Collections, managing a large department budget of c£5m+
  • Be experienced in implementing core systems or managing associated change of systems & processes
  • Create an environment that nurtures and rewards creativity, innovation, learning, growth and development
  • Experience in managing client relationships
  • Strong commercial acumen
  • IT Literate (MOS)
  • Be resilient & proactive in approach, operating with integrity and honesty
  • Must be willing to travel across sites as business requires

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