Job Description

Job Advert
Are you a confident decision maker and solution finder driven by results? Webhelp is looking for a well experienced, driven and highly organised Head of Operations to support operational performance and lead a team to deliver industry leading customer service and achieve business objectives.

Join our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world\xe2\x80\x99s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

A critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for communicating and leading by example is sure to impress us. We want someone who has excellent communication skills on all levels, someone who values and nurtures relationships.

You\xe2\x80\x99ll need to be excellent at time management and methodologic in your work yet creative in your thinking and approach to solution-finding.

If you can adapt to an ever-growing, fast-paced environment, have a contagiously positive attitude when faced with problems and can juggle multiple tasks without losing sight of priority then apply today.

What you\xe2\x80\x99ll be doing

• Ensuring optimisation of best practice to deliver a best in class operation in all work streams
• Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives
• Managing budget to optimise P&L, holding a balance sheet on key roles and ensuring that the commercial principles are adhered to
• Developing, measuring and reporting on key account objectives
• Ensuring change control framework is adhered and reported, feeding into the monthly invoice cycle
• Supporting people objectives with regards to recruitment, training, quality and driving engagement
• Ensuring compliance framework standards and policies are met and adhered to
• Communicating key messages within the campaigns by working with the management team and our ambassadors
• Acting as a lead and working closely with clients, key internal and external stakeholders and other support areas to ensure alignment of plans and initiatives

What you\xe2\x80\x99ll need

• Minimum experience 12 years with a minimum 12 months in a senior management role in the related field preferably specialising in BPO Operations
• Demonstrable prior experience within contact centre and specifically Telecom sector with a solid knowledge of related industry
• Experience of managing large teams (250+ employees)
• Excellent communication and negotiation skills
• Experience in shaping and formulating operational strategic plans
• Extensive senior stakeholder management experience
• Ability to build and drive customer centric operations and teams
• Experience in managing P&L for the business and manage profitability
• Ability to deliver agreed programmes of work and embed initiatives for improvement
• Graduate (Preferably MBA)

Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients.

We\xe2\x80\x99d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. Take this opportunity to advance your career with our collaborative team of game-changers.
Job Reference: IN01878