Operations Centre Manager
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Location
Bolton
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Sector:
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Job type:
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Salary:
£43,000 - £45,000
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Contact:
Michelle Brightly
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Contact email:
mbrightly@bridgerecruitment.co.uk
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Job ref:
VR/04117
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Published:
over 4 years ago
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Expiry date:
2019-08-26
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Client:
ClientDrop
Job Overview:
To become the UK’s supplier of choice in the Retail High Street, delivering consistent, innovative and best in class operational solutions.
Main duties and responsibilities:
- Provide relevant data for the sector and customer
- Use live data to drive the RHS operation
- Ensure KPI and contract outcomes are met
- Ensure all processes are followed by Operations Centre team
- Provide leadership to the Operations Centre team
- Operate in a safe and controlled manner
- Ensure Contract and Sector H&S requirement are met
- All Required RAMS are in place
- Monitor and drive Contract/ Sector H&S performance
- Ensure technology is implemented and used to drive performance
- Produce and manage leading indicators to meet contract and Sector KPI ‘s
- Technology deployed and used
- Contractual and Sector KPI ‘s met
- Recruitment/Line management of resource
- Manage HR related matters
- HR matters communicated and managed as per ISS process
- Using data drive the Operational performance to meet Customer Contractual requirements
- Support and provide relevant financial data
- Data produced is timely and relevant
Responsibilities
Daily Activities:
- Managing all Operations Centre Functions
- Using data systems and processes to direct live operations
- Ensuring all processes are followed to ensure SLA / KPI are met
- Ensuring all contract specification is correct and performance is compliant
- Acting as a central hub for decision making and operational performance
- Implement contract specific processes
- Ensuring adequate resource for a 7-day operation: core hours 07:00 – 22:00
- Collating and producing contract specific and sector data
- Reviewing and compiling client data
- Setting customer service standards for all representatives (SWAHT)
- Managing customer queries to agreed outcomes
- Following up with customers to identify areas of improvement
- Liaise internally with departments using customer data to drive improvements
- To act as a point on contact when an escalation occurs for suppliers, service partners regional teams and customers
- Managing supplier performance
- Managing systems to reduce missed shifts / vacancies and meet planned and reactive performance KPI
Weekly Activities:
- Creating daily, weekly reports on all sector and customer MI
- Co-Ordinating daily work and producing MI for sector supply chain
- Co-Ordinating daily work and producing MI for regional teams
- Being the point of contact for operational issues
- Attend Weekly RHS SLT Call / meetings
Monthly Activities:
- Produce Monthly MI for Sector and Contracts
- Hold monthly team meeting
- Attend RHS SLT / meetings
Essential Skills/Ability
- Customer focus
- Drives results
- Directs work
- Collaborates
- Drives engagement
- Instils trust
- Demonstrates self-awareness