Journeycall Ltd is a busy, vibrant customer contact centre and we currently have a vacancy for a Deputy Operations Manager to join our team.

Journeycall operate 24/7 and offer extensive training, rewarding careers, an excellent working environment and encouraged development. This position would be perfect for any business related student looking to develop their career pre-graduation.

As a Deputy Operations Manager you will oversee the day-to-day operations of the Contact Centre to ensure the smooth, efficient and profitable performance of the business in line with operational targets. In this senior support team role, you are required to regularly engage with clients and are responsible for leading and developing a multi-faceted team comprising Team Leaders, Business Planners and Learning and Development associates.

Key Responsibilities:

Plan, coordinate, organise and implement operational activities to meet the short and long term business objectives
Act as a senior point of contact and escalation across all departments
Support the Senior Management team and carry out additional tasks where necessary
Demonstrate commercial awareness when undertaking any decision making
Oversee statistical and data collection and SLA levels across the business and report back to Senior Management team
Provide support in the compilation of financial data and budgetary statistics to strive to maintain resource and operational budgets in accordance with forecasts
Attend client facing meetings, acting as an advocate for the business at all time
Manage personal development of employees by identifying appropriate opportunities for the achievement and enhancement of potential
Oversee HR requirements across the employee journey
Oversee and assist in the planning, implementation and review of projects to make sure targets are being met on a cost-effective basis

This role is full time (40 hours per week) across 7 days, occasional travel may be required to other ESP locations or to visit clients as and when required. Participation in an on-call rota is required.

Inclusivity

The ESP Group are a Disability Confident employer, and we believe in creating an inclusive and supportive recruitment process for everyone and we're committed to ensuring a fair and accessible experience for all candidates. If you require any adjustments or accommodations at any stage of the application process, please let us know.

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