Contact Centre Operations Manager On-Site at Solihull, Birmingham with travel to regional HUB operations £60,000 - £63,000 car allowance bonus benefits BCA Logistics are part of Constellation Automotive Group, the largest vertically integrated digital car marketplace in Europe. We are backed up by industry leading technology and have a nationwide team of logistics and inspection professionals, allowing us to offer a full range of integrated services, supporting our customers through the entire fleet management process. We are looking for a Senior Operations Manager from a Contact Centre background. You will support field-based drivers through effective management of our Driver Operations contact centre. Key Responsibilities Management of Driver Operations contact centre, call handling analysis, continuous improvement. Leadership & coaching – performance management and culture, succession planning, safe working, resource utilisation, forecasting resource levels Maximise resource availability through effective monitoring and communication of processes utilising the Driver Management system to help ensure BCA Logistics driver standards are maintained and effectively managed. Act as a role model and provide strong leadership and support to manage and motivate all operations staff members and employed drivers whilst ensuring all department staff receive relevant training and development Liaise with appropriate departments to resolve issues on behalf of drivers ensuring effective issue of equipment to drivers and arrangement of collections of equipment where required. Deliver performance in line with KPI and budget, ensuring costs are analysed and initiatives developed to minimise cost whilst maximising service performance Develop mechanisms through which to run “team meetings” and manage the driver communication process in order to keep field based resources abreast of developments within the business. Communication and reporting on vital performance KPI’s. Hold regular meetings with Operational Account Managers to review performance and future development needs Weekly & monthly forecasting relative to customer volume, resource mix, cost control, financial performance. Review and plan for all existing and future customer requirements. Monitor driver resource mix and create recruitment plan in line with financial and service requirements. Accountability for the achievement of operational budget. Manage Inspections Quality Desk Top / Physical Audit function. Management of third party subcontractors to ensure cost effective service delivery. Any other duties as may be reasonable and within your skill capability. Key Skills Strong organisational & time management skills Dedicated and ambitious able to handle high work demands Excellent communication skills, both written & verbal Ability to analyse and manipulate data Able to build and maintain effective working relationships Strong leadership / People Management skills. Highly motivated and proactive, enjoying leading as well working as a team, whilst also taking full ownership and accountability for delivering results Must have current UK driving licence Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability