Deputy General Manager - SKY Derby
Deputy General Manager -Sky Operations Firstsource is actively recruiting for an experienced Deputy General Manager for our Sky Contract. We are looking for an individual who is passionate about leading a team to deliver the best customer experience whilst continually developing for excellence. This person will be responsible for the operational delivery across our operations in Derby. The successful candidate will work across all disciplines to get the right result for our people, customers and business. Reporting relationships: The jobholder will report to the Vice President - Operations, with dotted line reporting to the Head of Sales Operations. Job Purpose: The DGM will manage the day-to-day delivery of service to our clients, including some very specific and demanding requirements to ensure our client`s customers` receive a high quality, cost effective service. The DGM for our Sky client will be responsible for all Operations across our Derby delivery centre. Key Accountabilities: - Inspire, motivate & lead the teams to deliver an excellent experience. - Proactive use the locations to ensure that we are getting the best use of resources/skill sets - Support & Challenge the evolving way of thinking, based on experience, to drive performance. - Ensure that all changes are sustainable & scalable to meet the evolving needs of our new client. - Manage the implementation of the operational plan for our new client to ensure Firstsource meets its contractual requirements within the agreed time frames and develop and deliver budgets / forecasts from a P&L perspective. - Responsible for creation and execution of People and Customer plans - Manage the day-to-day delivery of service to ensure our clients are provided with the agreed resources at all times, and that KPIs are met or exceeded. - Carry out succession planning. - Ensure clear and accurate communication is cascaded throughout the operational teams, and that good communication links are established with onshore and offshore colleagues, and clients. - Lead by example, be approachable, and demonstrate a "can do" attitude, to develop a culture of working together, as a team to help us achieve the best results. The Person: - Educated to degree level and / or have middle management experience in a Sales/Retentions delivery environment, with a demonstrable track record of delivering high quality customer service in demanding environments. - Line management / contact centre experience of multi-sites across different cultures - Commercial awareness and successful financial / budget management. - Best practice customer service & sales / contact centre experience and delivering high quality - Results within blue chip organisations across both voice and non-voice channels - In depth experience of working as an outsource partner. - Experience of interpreting operational data and its effect on customer service. - Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets. - Passionate about delivering exceptional customer service. - Excellent communication, influencing and presentation skills. - Ability to influence through clear, informed and logical communications and justifications. The Package A salary is available to attract the best, with basic salary and bonuses based on an individual`s skills sets and experience. - Annual bonus scheme based on company & individual targets - Healthshield Life Assurance - Employee Assistance Program - Childcare Vouchers - Lifestyle Employee Discount Scheme - Rewards Compass - Holidays: 29 days including 8 public holidays. - Pension: Contributory pension scheme - Hours of work: 40 hours per week Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. Firstsource Solutions BPO reserves the right to consider an employee`s performance record including any misconduct issues when appointing a candidate to a role. Firstsource Solutions is an Equal opportunities Employer.