Head of National Operations Centre

Location

Wembley, Greater London | United Kingdom

Job description

Kelly Comms is a pioneering telecommunications service provider committed to delivering premier service across the UK. Our National Operations Centre is the cornerstone of our service execution, ensuring superior customer engagement and the efficient management of service tasks.

Role Overview:
As the Head of the National Operations Centre, you will play a critical role in managing and optimising the allocation of service tasks. Your leadership will ensure our operations are efficient and effective, aligning with our overarching strategic objectives. This position requires a blend of technical expertise, exemplary communication skills, and a proven record of accomplishment of leadership and motivation within a diverse team setting.

Key Responsibilities:

• Operational Leadership: Supervise the daily operations within the National Operations Centre, guaranteeing the efficient and effective allocation and optimisation of service tasks.
• Team Leadership: Direct, motivate, and develop a team of 80 People, promoting a culture of excellence, innovation, and ongoing improvement.
• Strategic Contribution: Assist in devising and implementing strategic plans to enhance service delivery and customer satisfaction.
• Financial Oversight: Oversee the centre's budget, ensuring resources are judiciously utilised to achieve operational targets.
• Communication Excellence: Ensure top-notch communication within the team and throughout the Organisation, enabling the clear and efficient flow of information.
• Technical Proficiency: Use technology, such as Optimization tools, Qlik, AI (Artificial Intelligence), and PureCloud, to boost operational efficiency and service delivery.
• Innovative Leadership: Spearhead innovation within the Centre, identifying and capitalising on process and technological enhancement opportunities.
• Analytical Reporting: Develop and maintain an in-depth reporting framework to track key performance indicators and operational metrics.
• Stakeholder Engagement: Foster and maintain robust relationships with internal and external stakeholders, including senior management, team members, and clients.
• Contact Centre Mastery: Ensure exceptional customer service through inbound and outbound communication channels, adhering to best practices in Contact Centre management.

Essential Competencies:

• Leadership: Demonstrated prowess in leading, motivating, and nurturing a sizable team.
• Communicative Clarity: Outstanding verbal and written communication skills, complemented by proficient presentation abilities.
• Analytical Acumen: Expertise in employing Excel and other analytical tools for data-driven decision-making.
• Strategic Insight: Capable of strategic foresight, with a sharp focus on operational efficiency and customer contentment.
• Innovative Mindset: An innovative approach, evidenced by a history of implementing effective solutions.
• Financial Aptitude: Proficient in budget management, underpinned by a solid grasp of fiscal management principles.
• Technical Savvy: Familiarity with contact center technologies and understanding of service task management frameworks.

Required Qualifications:

• Bachelor's degree in business administration, Operations Management, or a related discipline.
• Extensive experience in operations management, preferably within a telecommunications or service delivery context.
• Proven success in managing and inspiring a large team.
• Advanced proficiency in Microsoft Excel and contact center technologies.

What We Offer:

• A strategic leadership role at the core of our operations, significantly influencing our service delivery.
• The opportunity to engage with a committed and talented team.
• A supportive and dynamic working environment that fosters innovation and personal development.
• A competitive salary and benefits package.

About the Kelly Group:

Established in 1985 to support the emerging UK cable television market, Kelly Group has diversified to meet the needs of our clients. With over 35 years’ experience and customer service at the heart of our business, Kelly Group is renowned for building networks in collaboration with several major leading telecommunication service providers, delivering innovative multi-functional solutions - connecting people globally.

Working across several industries including telecommunications, rail, metro, highways and fleet, Kelly Group operate nationally with 40+ operational centres and deliver a full suite of services. From the initial planning, design, notification through to installation, final commissioning and maintenance of networks, Kelly Group deliver a ‘one-stop solution’ to meet the needs of our clients and delight their customers.

The Kelly Group is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships.

As a service provider, our workforce is our extended family, which is why we invest in their safety, training, careers, welfare, vehicles and tools they need to deliver excellence. With a workforce of circa 3500, 40+ national operational centres, 4 training hubs and a fleet of over 2500 vehicles, Kelly Group are committed to developing an excellent team, a fair culture and a safe working environment.

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