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Operations Manager - Edinburgh

Position Overview

The KDM OM is responsible for the overall direction, coordination, quality and productivity of contact center operations for the Kindle, Digital and Mayday UK operations. This position requires a candidate who has the ability to drive process improvements, and keep pace with our growth while motivating others to meet the challenges of an extremely customer focused and metrics driven environment.

People Management Responsibilities:

· Lead Customer Service (CS) OMs and Team Managers TM and Customer Service Associates CSAs; in the overall direction and delivery performance of the teams.
· Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments both internal and external in the delivery of support for the UK KDM business
· Manage the develop the short, medium and long term network and site strategy for the UK KDM support and services
· Support the continuous improvement of the UK KDM service and implementation of new products and service for the UK KDM network.

Project Management Responsibilities:

· Solving complex customer service issues and proactively preventing negative service trends.
· Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
· Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
· Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
· Managing workflow, escalations and effectively delegating workload across the leadership team.
· Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization.
· Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
· Experience of managing remote teams
Basic Qualifications
· Bachelor's degree or equivalent
· Solid proven experience in Operations with progressively increasing responsibility
· Proficiency in Microsoft Excel
· Project Management experience
· Experience of managing remote teams
· Strong communication and presentation skills
· Experience leading and motivating a diverse workforce
· Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
Preferred Qualifications
· Master's degree or MBA
· Knowledge of Six Sigma/Lean Processes

· Ability and desire to relocate to take advantage of future growth opportunities

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Munkavégzés helye Edinburgh
Kategória Külföldi munka
Régió Külföld
Egyéb hasonló állások Önnek
Sebész állás Németországban


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