Operations Manager - Contact Center

• Ensure all service delivery meets the terms of client contracts, including SLAs and KPIs.
• Act as a key member of the leadership team, contributing to strategic planning and operational decision-making.
• Identify opportunities to improve service delivery through innovation, new working practices, and technology.
• Build and maintain strong relationships with internal and external stakeholders at all levels.
• Champion a customer-first mindset, ensuring a consistently outstanding customer experience.
• Maintain a strong understanding of client needs and ensure services are aligned with expectations and evolving requirements.
• Communicate with clarity and passion, embracing change and building momentum across teams.
• Establish systematic plans and priorities to ensure the achievement of strategic objectives.
• Collaborate cross-functionally to develop solutions that benefit all stakeholders and enhance operational outcomes.
• Demonstrate a strong drive for results, setting challenging goals and maintaining a focus on continuous business improvement.
• Enable managers to interpret data effectively and apply insights to drive targeted improvements and identify best practices.
• Utilise data to inform resource planning, workflow optimisation, and continuous improvement initiatives.
• Ensure all team members are trained, supported, and performance-managed to meet both business goals and personal development aspirations.
• Inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence and innovation.
• Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenuity.

• Proven experience in service delivery or operations management
• Experience managing client relationships and contracts
• Track record of leading cross-functional teams
• Experience using data to drive performance and improvement
• Experience implementing innovation or technology in service operations

Mitie