Senior Operations Manager

Competitive Salary

BGL Customer Services

Applications in by 02 February 2020
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Senior Operations Manager
Location: Sunderland
Salary: Competitive

Working for BGL Customer Services:

At BGL we’re obsessive about delivering for our customers and relentless in driving exceptional standards, it’s this that saw us win Gold for the second time at the European Contact Centre and Customer Service Awards. We actively encourage people to interact, meet new colleagues, share ideas and empower people to make a difference. We believe this is what makes BGL a unique place to work.

About the Senior Operations Manager role:

We are looking for someone with the passion, drive and enthusiasm to create an environment which focusses on the customer journey, leading through great communication, engagement and empowerment. You will have a strong desire to drive performance and look at different methods to improve our customers’ experience.

The successful candidate will be responsible for clearly defining team goals and expectations for a large number of people across several departments. You will work alongside the other Operational Senior Managers in supporting the Associate Director to ensure the contact centre achieves key deliverables and targets in line with the agreed business strategy.

Requirements of the Senior Operations Manager:

·         Experience operating at a senior level

·         Substantial experience gained in a multi-channel contact centre

·         Excellent leadership capabilities and people development skills

·         The ability to create a positive environment geared for successful interaction and coaching

·         Desire to deliver outstanding customer service through a culture of development and empowerment

·         A proven record of delivering excellent results and driving performance

·         A forward thinking, progressive attitude

·         Experience of working cross site in matrix teams.

Benefits of joining BGL as a Senior Operations Manager

·         Competitive salary and opportunity to join annual bonus scheme

·         Comprehensive induction training programme followed by ongoing career support and personal development

·         Subsidised on site restaurant with free fruit everyday

·         Wellbeing benefits such as Private Health scheme, Virtual GP service, on site Sports Massage & Osteopath treatments and “at desk” massages

·         Flexible benefits package – including Pension, buying additional holiday, discount tech products and many more!

·         Opportunities to be involved in charity work and fundraising events

Why join BGL Group?

We're a diverse community of dedicated, innovative and talented professionals. With an inclusive and open workplace, we encourage our people to create and share ideas – supporting their growth and celebrating their uniqueness.

We’re here when our customers need us, we also understand the importance of achieving a healthy lifestyle balance, whether it’s working remotely or flexibly, we have an environment where people are empowered to embrace flexible working in a way that works for them and for the business. 


If you feel that you meet the criteria of this Senior Operations Manager role then please apply now!


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