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Operations Manager - Quality & Training

Location: Newcastle

Salary: £35,000

Job Type: Permanent

Job ID: 168180

Operations Manager – Training & Quality - £35,000 + Bonus + Benefits

 

My client is looking to recruit a dynamic, passionate and enthusiastic Training & Quality Operations Manager to join their rapidly expanding operation. We are looking for a someone with a strong operational background that is passionate about people development, process improvement, quality and customer experience.

 

Responsibilities:

 

  • To be the operational lead on everything relating to training, people and quality.

  • Leading a team of trainers to design and deliver training programs to a number of departments including customer service and technical support.

  • Working with the wider business to develop the company’s quality processes and standards.

  • Take the lead on all people related projects to increase employee satisfaction and retain staff

  • Continuous improvement of the companies training and coaching programs

  • Work with other senior leaders to analyse operational process to identify skills gaps, knowledge gaps and training opportunities

  • Be passionate about customer experience, working with other senior leaders to continuously develop the company’s CX strategy

  • Working with other senior leaders to deliver operational improvements in line with the wider business strategy

  • Looking for new and innovative training methods and processes

  • Design and roll out a framework to measure the success of training and quality

  • Daily management of your team and conducting team meetings

  • Developing staff through monthly 121's and ongoing training and coaching

  • Adherence to HR guidelines

  • Presenting results to the senior leadership team

 

About you:

 

  • Previous experience in an operational leadership role with a focus on people, process and customers.

  • Passionate about people development and customer service

  • Experience in developing training and coaching programs

  • Experience in managing projects in a fast paced and agile environment

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Excellent analytical, decision making and problem solving skills

  • Self-motivated, ambitious and determined

  • Ability manage and drive performance

  • Excellent communication skills at all levels

 

Key words: Operations Manager, Training Manager, Quality Manager, Contact Centre Operations Manager

 

Salary up to £35,000 DOE + Bonus + Benefits

 

Please apply immediately via the link…

 

Matt Lazenby