Operations Manager
hace 2 semanas
**Overview**:
**Operations**:
**Full Time**:
**Closes 07/04/23**:
**Bogotá**:
**Full Time**:
**Closes 07/04/23**:
**Who we are looking for**:
An experienced Operations Manager who will be responsible for driving excellent service and operations standard for customers who contact us in relation to their bet365 accounts.
Reporting to and working alongside the Senior Customer Contact Manager, this is an excellent opportunity for someone with an interest in Sports Betting and Gaming, who through previous experience possesses a sound knowledge of our customers, customer service best practice, business process development and people development.
Working on-site from our Bogotá, Colombia office, you will drive, manage and influence our commitment to providing excellent service to our global customer base. In addition, you will be a forward-thinker with a track record of questioning operational status quo with a view to optimise and create new policies and procedures relating customer service.
The position is offered on a full time basis, working flexibly across any five days from seven.
Relevant training will be provided to build your knowledge and to provide you with the necessary tools to succeed in this role.
**Preferred skills and experience**:
- Operational management experience within a multi-channel contact centre environment would be advantageous.- Ability to communicate effectively across the operation and respond to questions from all stakeholder levels.- Confident in managing a team and able to make sound decisions under pressure and within set timeframes.- Excellent organisational and leadership skills.- Proven leader with experience in coaching and people management.- Knowledge of writing business processes and implementing change.- Ability to analyse problems, collate data, establish facts, draw valid conclusions and seek resolution.- Characterised by energy, self-starting and drive.- Ability to take ownership of projects from conception through to completion.- Fluent in English with excellent verbal and written communication skills.**Main Responsibilities**:
- Collaborating with stakeholders in developing the operational and customer service roadmap.- Delivering a customer focused, yet commercially aware approach to performance optimisation.- Investigating fully potential technical issues and liaising with the Senior Management team.- Reviewing and analysing how customer contacts are handled to identify areas for improvement.- Creating the necessary framework to establish and maintain effective succession planning within the department.- Planning for the budget, performance and results of the department.- Managing team performance and proactively providing coaching, feedback and support to the customer service team.- Supporting the Senior Management team in promoting the customer service ethos throughout the department.- Acting as a point of escalation for customer issues raised by Customer Account Supervisors within the department.- Supporting the broader operational functions within the Company.**Want to become part of the team?**:
**The benefits of working with us**:
**Bonus Schemes**:
**Recognition for your performance and hard work.**:
**Employee Assistance Programme**:
**Supporting the wellbeing of you and your family.**:
**Life Event Gifts**:
**Your big occasions deserve to be celebrated.**:
**Long Service Awards**:
**A thank you for your dedication and loyalty.**:
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