Interim Operations Director/ Call Centre Manager

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Interim Operations Director/ Call Centre Manager Ref: PHS9229.

Leading Company:
Provides direct business insurance products to small and medium sized business owners

Background:
Following the resignation of the present incumbent there is an immediate requirement for an Interim Operations Director/ Call Centre Manager, who will manage the call centre and assist in the development / growth of the business.

Task:
  1. To manage and monitor:
    1. The day to day call centre operation, focusing on key drivers
    2. The operations managers and their teams
      1. Reviewing objectives / targets and developing skills / training. ( inbound/pre sales, fulfillment, web team & customer service)
  2. To work and liaise with the senior management team:
    1. Contributing to strategic planning.
    2. Recommending the operations department management and staffing structure
      Planning selection and recruitment process
    3. Ensuring that the company is fully compliant with FSA and other regulations
  3. To liaise with head office staff and drawing on their resource as appropriate
  4. To develop & implement appropriate processes, procedures and work practices:
    1. Analysing and understanding work flows and implement appropriate capacity planning
    2. Recommending technologies and systems to enhance the performance of operational teams and prepare business cases where appropriate
    3. Analyse / understand sales bonus process and implement a new scheme to improve conversion rates, profitability and staff motivation.
Candidate must have:
  1. Extensive call centre management experience and a "hands" on approach.
  2. Worked in the financial service sector and have a detailed understanding of FSA regulations
  3. The leadership qualities essential to develop teams / individuals, transform processes, systems and methods

Expected Duration: Three to six months.

Location: North West.

Rate: £400 - £450/day + expenses.

Operations Director/ Call Centre Manager

If you are suitable, available and an interim manager registered with us, please email me:

  1. A short synopsis of yourself (assignment targeted profile and bullet points of relevant experience, 10 to 20 lines).
  2. An up to date CV.
  3. Minimum daily rate.
  4. Contact details of two referees.