Operations Manager

Newcastle based medical organisation are looking for a candidate with management experience, be that in a call centre or elsewhere.

90% of this role is performance / staff management/ coaching so being able to demonstrate this is a must.

 Interview date is Friday 20th May

Hours of work are 8.30am to 5.00pm, Monday to Friday.  They are currently engaging with the office on a two day timetable but  a new member of staff will need to be visible for a good couple of months for at least 4 days a week in the office…of course, if the successful candidate wants to work in the office full time, that’s fine too.

What are the duties of this Operations Manager role in Newcastle?

• To lead, support, coach and motivate a team in the successful delivery of our product in accordance with our service level agreements with our customers whilst maintaining a high standard of customer service and a professional manner at all times.
• To lead, support, coach and motivate a team in the successful delivery of our product in accordance with our service level agreements with our customers whilst maintaining a high standard of customer service and a professional manner at all times.
• Review operations and identify ways to develop a proactive and supportive service
• Have an analytical approach to challenge current operational processes, staff resourcing and operational systems
• Support the delivery of core objectives and service SLAs

And to work closely with another Operations Manager in another office to:

• Oversee the daily operational performance of the department and corrective action taken where necessary.
• Ensure staff are coached and developed, rewarding significant contribution and achievements
• Challenge and manage unacceptable behaviour fairly, consistently and constructively working through resistance & objections to change by providing proposals and/or incorporating input from others
• Implement individual and team targets in line with SLA’s
• Be involved with team/individual audits, oversee regular team one to one’s and chair Annual Appraisals
• Take full ownership of tasks and personal accountability for decisions made
• Ensure that high personal standards are maintained through reliability, punctuality and high quality of work
• Department operational planning and projects
• Organise and negotiate the allocation of resources
• Manage operations staffing; recruitment, supervision, scheduling, development, evaluation, and disciplinary actions
• Conduct system feasibility studies and oversee testing
• Reviewing operations and identifying ways to develop a proactive and supportive service
• Analyse performance results and implement improvements