Operations Manager Inverness Marston Holdings is a leading provider of end-to-end, technology-enabled solutions supporting public policy implementation. We work across government, utilities, and private sectors, delivering innovative services from design and implementation to management and recovery. We have a great opportunity for an Operations Manager to lead and optimise the performance of our Contact Centre. In this role, you will manage Team Leaders and indirectly oversee Customer Service Agents to ensure the effective delivery of key performance indicators (KPIs) and service level agreements (SLAs). Key Responsibilities: Oversee consistent delivery across multiple brands within the Contact Centre Manage performance to meet and exceed client and company targets Analyse productivity trends, implement action plans, and promote best practices Conduct performance reviews, appraisals, and team coaching Drive a high standard of quality, compliance, and client satisfaction Build strong working relationships across teams and stakeholders Foster a motivated, multi-skilled team culture to adapt to changing needs What we are looking for: A professional, proactive leader with excellent organisational and planning skills Motivational and adaptable, with a focus on continuous improvement and personal development Ability to remain focused and decisive when working to specified targets in a pressured environment What’s in it for you? 25 days’ holiday plus bank holidays Pension Scheme Staff benefits designed to suit your lifestyle – from discounts on retail shopping, travel and socialising to health & wellbeing Access to a wide range of training programmes for your professional development Enhanced Maternity and Paternity Package subject to eligibility criteria To speak to one of our recruitment colleagues or discuss how your skills or experience may suit the role, apply online today and a member of the team will be in touch soon. We are an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. New starters will be subject to clearance through Disclosure Scotland and a Court Decree check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.