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Junior Operations Manager

RAC
Job LocationStretford, Manchester
EducationNot Mentioned
Salary30,000 - 40,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

About The RoleRAC have an exciting opportunity for a Junior Operations Manager to join the SME team on a Full Time, Permanent Basis.As an Operation Manager you can expect to lead the Small Business focused Sales & Service contact centre operation. You will ensure that teams are achieving monthly sales, revenue, customer, and productivity targets compliantly and in line with FSA requirementsand build the RAC brand.Working hours will be shifts that cover opening hours of centre usually MondayFriday.Key Accountabilities;

  • Informing, developing, motivating and coaching DRs to ensure that they have the knowledge and skill to lead their own team to deliver agreed targets and objectives
  • Utilising hourly, daily, weekly and monthly MI -analysing individual and team trends and taking appropriate action to improve performance
  • Driving performance hour by hour, supporting any team/ team leader who is under performing in the previous hour
  • Ensuring that own self and DRs are updating team boards and utilising performance review meetings to effectively communicate, improve morale, inform and drive performance
  • Ensuring regular performance reviews are conducted for all colleagues and that improvement plans are in place where appropriate to ensure that the standards of the team are continuously raised
  • Undertaking formal performance management with individuals who continues to underperform or display poor conduct
  • activity coach under performing agents/team leaders to support and deliver performance improvement
  • Fulfilling important DR team activity when DR is on holiday or absent to ensure performance is maintained
  • Support and develop DRs to conduct HR procedures professionally and within timescales
  • Supporting additional revenue streams or projects as required
Skills, Knowledge and Experience;
  • Experience of sales, gained within a fast paced, high volume/profile consumer services brand
  • Experience of leading Team Leaders/Seniors/Staff to achieve targets across a multi-product portfolio and metrics
  • Experience of driving sales results across a number of teams through commission plans, incentives, recognition and performance management
  • Good level of commercial awareness
  • Ability to communicate effectively with all levels of stakeholders
  • Proven track record of how to lead, recruit and motivate large teams to deliver stretching targets, compliantly
  • Proven successful sales coach with a broad knowledge of coaching techniques and styles to develop DR skills and knowledge in all aspects of role
  • Excellent understanding of Contact Centre metrics and processes
Benefits and Rewards;
  • Flexible Benefits for you to tailor
  • Free on-site parking
  • Holiday Allowance
  • 7 days car hire, European cover which also includes free legal advice and garage support
  • Hotel discounts & days out
  • £25 towards MOT voucher each year andmuch more!

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