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DATE ADDED: Fri 12/07/2019

General Manager

Belfast, UK


JOB TYPE: Permanent, FullTime

SALARY: 10000-20000

Job Overview – General Manager – Belfast Job Title: General Manager- Belfast Level: Salary Range: Sub Process: Voice/Non Voice: Grade Reporting To : Head of UK operations Responsibilities
• Inspire, motivate & lead Operations Managers to successfully drive their teams to deliver an excellent experience.
• Proactively use the locations to ensure that we are getting the best use of resources/skill sets.
• Support & Challenge the evolving way of thinking, based on experience, to drive performance.
• Ensure that all changes are sustainable & scalable to meet the evolving needs of our client.
• Manage the implementation of the operational plan for our client to ensure Firstsource meets its contractual requirements within the agreed time frames and develop and deliver budgets / forecasts from a P&L perspective.
• Manage the day-to-day delivery of service to ensure our clients are provided with the agreed resources at all times, and that KPIs are met or ;
• Carry out succession planning.
• Ensure clear and accurate communication is cascaded throughout the operational teams, and that good communication links are established with onshore and offshore colleagues, and clients.
• Lead by example, be approachable, and demonstrate a `can do` attitude, to develop a culture of working together, as a team to help us achieve the best results. The Person -Educated to degree level and / or have middle management experience in a service delivery environment, with a demonstrable track record of delivering high quality customer service in demanding environments. -Line management / contact centre experience of multi-sites across different cultures -Commercial awareness and successful financial / budget management. -Best practice customer service & sales / contact centre experience and delivering high quality results within blue chip organisations across both voice and non-voice channels -In depth experience of working as an outsource partner. -Experience of interpreting operational data and its effect on customer service. -Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets. -Strong management skills and proven leadership capability. -Key focus on people development. -Passionate about delivering exceptional customer service. -Excellent communication, influencing and presentation skills. Ability to influence through clear, informed and logical communications and justifications Reporting Structure The successful candidate will report to the Head of UK Operations