Operations Manager (Call Centre)

The operations manager reports to the operations director within a call centre. The operations manager may be required to have on-line experience, call centre experience and perhaps experience of working internationally. The operations manager will oversee the day to day management of the call centre team and is responsible for connecting the support functions to both the business and the internal/external suppliers.   The operations manager will be responsible for capital expenditure budgeting including maintenance contracts and the negotiation of service level agreements with suppliers as well as provide 24 x 7 support to the call centre.  The operations manager will be responsible for the coordinating of the suppliers to resolve any system/network/data problems within the call centre.

Job requirements
An Operations Manager should
• be experienced in problem solving
• be able to work to tight deadlines
• have exceptional organisation agility
• have excellent IT skills
• may need to have an understanding of networking and internet principles (advantageous)

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