Job Ref: 215500054

Date: 2022-01-07 09:17:51

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Fraud Operations Manager Required 
  
Interaction Recruitment is the UK's fastest growing independent recruiter with offices Nationwide. We are currently working in partnership with our client based in Milton Keynes who are looking to recruit an Associate Operations Manager to join their team in a fast-paced working environment. The role will be part of an aggressive growth plan that our client is currently in the process of across the next 6 months, meaning that the role will bring with it a number of exciting opportunities. 
  
The role of an Operations Manager

Manages the departmental operations for the call centre

Interacts with client leadership requiring issue resolution

Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained

Plans, directs, supervises, and evaluates work flow

Conducts call pattern forecasting activities

Manages call list including verifying tracking processes, contact attempts, etc

Resolves systems problems that may affect departmental standards. 

Duties of the Operations Manager

Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards

Monitors the time and attendance and adherence of policy for team members to include any necessary training

Coaches, develops and counsels existing team member to higher performance. Hires new team members

Conducts training for customer service processes for team members

Reinforces training (post classroom or on the job) through day to day interactions

Meets with Clients and Leadership team to participate in call quality calibration and operations meetings 

Collaborates with the Account management and/or other teams to ensure contractual requirements are met

Educates team members on quality assurance and productivity

Adjusts daily staffing work plans to meet business needs as changes occur

Creates and adjusts staff schedules to effectively manage volumes

Provides recommendations to reduce and/or eliminate issues that impact overall service quality 
  
Experience Required 

Typically a minimum of 6 years related professional experience 

A strong understanding of fraud

Proven success in leading large teams to success

If you are looking to kick start 2022 with a new career- then click APPLY NOW! INDBKS

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