Award winning
Promotion culture
Customer Focused

Deputy Operations Manager

Salary £30,000; negotiable DOE
Location Arbroath
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.

Journeycall Ltd is a busy, vibrant customer contact centre and we currently have a vacancy for a Deputy Operations Manager to join our team.

 

Journeycall operate 24/7 and offer extensive training, rewarding careers and an excellent working environment.

 

As a Deputy Operations Manager you will oversee the day-to-day operations of the Contact Centre to ensure the smooth, efficient and profitable performance of the business in line with operational targets.  In this senior support team role, you are required to regularly engage with clients and are responsible for leading and developing a multi-faceted team comprising Team Leaders, Business Planners and Learning and Development associates.

 

Key Responsibilities:

  • Plan, coordinate, organise and implement operational activities to meet the short and long term business objectives
  • Act as a senior point of contact and escalation across all departments
  • Support the Senior Management team and carry out additional tasks where necessary
  • Demonstrate commercial awareness when undertaking any decision making
  • Oversee statistical and data collection and SLA levels across the business and report back to Senior Management team
  • Provide support in the compilation of financial data and budgetary statistics to strive to maintain resource and operational budgets in accordance with forecasts
  • Attend client facing meetings, acting as an advocate for the business at all time
  • Manage personal development of employees by identifying appropriate opportunities for the achievement and enhancement of potential
  • Oversee HR requirements across the employee journey
  • Oversee and assist in the planning, implementation and review of projects to make sure targets are being met on a cost-effective basis

 

This role is full time (40 hours per week) across 7 days, occasional travel may be required to other ESP locations or to visit clients as and when required. Participation in an on-call rota is required.

ESP Group makes life simple for millions of transport users by supporting passengers on every step of their journey.

As well as being the largest dedicated transport contact centre in the UK, ESP Group is the UK’s leading smart card personalisation and bureau service. Together these functions ensure that customers’ travel cards, tickets and concessionary passes can be ordered easily and dispatched swiftly.

Theresa

ESP Group
CEO

Rachael

Business Planning Analyst

Kerri

Head of People and Policy

Connor

MI Analyst

Billy

Customer Service Advisor

Jamie

Customer Service Advisor

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