SALARY - £55000 - £65000

Are you an experienced operations leader ready to shape the future of the telecommunications industry? We’re looking for a Head of Operations to lead our National Operations Centre, driving efficiency, innovation, and exceptional service delivery.

QUALIFICATIONS:

• A Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Extensive experience in operations management within the telecommunications or service delivery sector.
• Proven success in managing large teams in a dynamic, fast-paced environment.
• Advanced proficiency in Microsoft Excel and telecom-related operational technologies.

• Operational Leadership: Oversee daily operations within the National Operations Centre, ensuring seamless coordination and efficient allocation of service tasks across telecommunications networks.
• Team Leadership: Inspire, develop, and manage a team of 80 skilled professionals, fostering a culture of excellence, innovation, and continuous improvement.
• Strategic Contribution: Shape and execute strategies to enhance service delivery, customer satisfaction, and operational efficiency in the fast-paced telecoms environment.
• Financial Oversight: Manage the centre’s budget, ensuring optimal resource utilization to achieve key performance targets.
• Communication Excellence: Maintain effective communication across teams, stakeholders, and the broader organization to support smooth operations.
• Technical Proficiency: Utilize telecom-specific technologies, including network optimization tools, Qlik, AI, and PureCloud, to elevate operational performance.
• Innovative Leadership: Drive process and technological advancements, identifying opportunities to enhance our telecommunications service offerings.
• Analytical Reporting: Develop and implement reporting frameworks to monitor performance metrics and KPIs, ensuring data-driven decision-making.
• Stakeholder Engagement: Build and sustain strong relationships with internal and external stakeholders, from senior management to clients and network providers.
• Contact Centre Mastery: Ensure exceptional customer service across inbound and outbound communication channels, in line with telecom industry best practices.