service delivery manager / deputy operations manager

Our Service Delivery Manager’s purpose is to drive the performance of their teams and team managers, whilst ensuring staff engagement and delivering solutions to problems. As an SDM, if you’re not looking at intra-day forecast reports, dialler adherence, productivity stats or Grade of service, then you’d better be analysing CSAT scores, measuring the effectiveness of your Team Managers or reporting feedback to your line manager! All aspects of delivering service has to result in a happy Customer and a happy Client.

Service Delivery Manager / Deputy Operations Manager Responsibilities:

• As a member of the management team, you have to set the benchmark for the rest of the Operation to follow. You will be visible, confident, helpful and trustworthy and be a go-to person on the contact centre floor. You will develop your TMs to be the next SDM and support them in developing their teams. You will be a key cog in the planning wheel and ensure demand is met by assisting resource planning to gather Overtime & shift swaps.
• In order for the overall department to function, you must ensure that your area is working with and not against the other teams. Communication is a key component as you will have your eyes and ears close to the ground but will also have an understanding on the more strategic and long-term elements of the campaign. Key operational metrics will be in place and your dedication to exceeding these targets and ensuring the tools and processes are in place to succeed should be second to none.
• As a Line Manager to the Team Managers, you have possibly the most important set of leaders in the Business looking up to you for guidance and support. If your TMs feel empowered & engaged, this will transcend into their teams and one of the biggest hurdles within the call centre operation will have been overcome. Without exception, all of your TMs should be set realistic but challenging Performance Development Plans which will align personal goals with campaign and business goals and fuel continuous improvement.
• Consistency and equality is a huge driver of success in the contact centre. As an SDM, you will be responsible for a good chunk of the campaign but as a peer group, the SDMs must ensure consistency across all processes, teams, campaigns & sites. The SDMs will conduct regular consistency clinics to challenge all aspects of the campaign and these will feed into the Performance Management meetings with the TMs.
• As an SDM, you will need to have a close relationship with numbers and you will regularly analyse the performance of key metrics within the campaign. You will work with the TMs to manage outliers and recognise trends, before coming together as a peer group to rationalise & communicate your findings.

Service Delivery Manager / Deputy Operations Manager Requirements:

• You’ll understand contact centre performance metrics and how these are used to effectively manage performance.
• Your communication skills will be excellent, and you will be able to use them to understand and communicate new processes and requirements.
• You’ll be able to build strong and effective relationships with your employees, your peers and your manager.
• You’ll be able to organise and manage your time effectively whilst balancing multiple tasks and projects.
• You’ll be confident reading, analysing and interpreting reporting and MI.
• You’ll be an excellent coach and line manager capable of mentoring your direct reports and moulding their development.
• You’ll have a good understanding of Real time adherence and will work closely with the planning teams to ensure a good grade of service.

What you have need to have done before:

• You’ll have experience of managing managers in a contact centre environment.
• You’ll have quantifiable experience maintaining service levels & performance metrics.

About Sigma:

At Sigma we’re always thinking of ways to improve. How to improve the service we provide to our clients. How to improve the way we interact the way that we engage with their customers. How to improve the way that we support our local community. How to improve the opportunities we provide to our employees. We improve everything, always.

We are here to provide solutions to our clients, support to our community and a fun and dynamic workplace for our employees. The variety of services we provide is a reflection of our adaptability and keenness to never say no to an opportunity.

Location: Working from home initially then Birmingham

Contract type: Permanent

Hours: 40 per week

Salary: To £32,000 depending on experience

Benefits: To include 25 days holiday. Pension scheme. Car parking. Peer recognition and awards scheme. Kitchen facilities with coffee and vending machines. The opportunity to be involved in a variety of charitable/volunteer work. City centre office location, less than 5 minutes’ walk from the main shopping area of Birmingham. You’ll be part of a diverse, engaging and fun workforce, where your successes will be celebrated and you’ll have support when things don’t go to plan.

You may have experience of the following: Deputy Operations Manager, Service Delivery Manager, Call Centre Manager, Contact Centre Manager, Financial Services, etc.

Ref: 96992