Operations Manager – Contact Centre

Requirements of the role

Are you a positive manager that can motivate and develop a high performing team to deliver quality results against targets and KPIs?

We are recruiting an Operations Manager to join our Contact Centre.

Our Contact Centre team handle more than 200,000 contacts a year and are front and centre of our organisation. The team mainly receive inbound enquiries from the public and solicitors on a whole variety of matters such as validating the details of a solicitor, routes to qualification, support with completion of regulatory applications and individuals wanting to report a solicitor.

As an Operations Manager you will develop and deliver the business plan for the Contact Centre strategy by managing Contact Centre Team Leaders, and indirectly up to 50 Contact Centre staff (a combination of hybrid and homeworkers). You will ensure that resources are in place and align with SRA strategic objectives, ensuring adherence to agreed time and quality parameters.

You will build robust relationships with internal and external stakeholders, along with the Performance & Development team to ensure appropriate skills and knowledge are in place to meet customer demands.

You will also manage and input into a range of projects and initiatives, which will include delivering operational changes because of regulatory policy changes and the implementation of new IT.

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