Head of Operations


Head of Operations


Job Types: Full-time, Permanent

Salary: from £40,000 per year


Go-centric are looking for a Head of Operation Manager to join our growing team to coordinate and direct the service delivery for all our Clients.

Go-centric is a dynamic Business Process Outsourcer (BPO) based in the heart of Glasgow’s city centre. We pride ourselves on being a people-centred business; striving to provide an excellent customer experience on behalf of our clients and it is our people who are the key to achieving this.

The Head of Operations will manage the delivery of operations by coordinating a team of operations managers and senior team leaders. The right person must be able to lead develop and motivate individuals within operations to successfully deliver go-centric’s operations service strategy effectively. This is a unique opportunity for a passionate leader to empower and envelope individuals to fulfil and exceed their potential and add immediate value to our operations department.

Key Responsibilities:

Manage our People prioritising their development, engagement and satisfaction.

  • Priority given to coaching and developing our operations managers and senior team leaders across all campaigns to offer exceptional service to our clients.
  • Create an environment where employee engagement and satisfaction is a priority.
  • Enable individuals to contribute towards process and performance improvement to drive productivity and ensure client satisfaction.
  • Communicate effectively with all stakeholders.
  • Assist in identifying and developing talent to aid succession.
  • Enable individuals to contribute towards process and performance improvement to drive productivity and ensure client satisfaction.
  • To manage performance by coaching operations managers, creating and maintaining development plans, conducting performance appraisals, recommending training, and encouraging individual employee participation in decision making
  • Set clear objectives to drive and maintain performance improvement plans with individuals to encourage maximum performance at operational level.
  • To ensure that the resources available (staff, equipment, information etc.) are deployed to optimise productivity and minimise waste.

Manage our Operations to ensure Client Satisfaction.

  • Ultimately responsible for entirety of Operations ensuring adherence to all SLAs.
  • To drive improvements in client service performance by deploying best practice customer service management and ensuring appropriate measurement and monitoring is established.
  • To drive continuous improvement in customer service process and standards, as measured by Client SLA’s and other key metrics to increase business and client satisfaction.
  • To generate a strong focus on revenue development through targeting and measuring team performance on business protection and growth
  • To review operating reports and resolve operational problems, maximizing client satisfaction with minimum costs.
  • To sustain and grow business partnerships with clients by encouraging proactive solutions
  • To identify problems, analyse trends and implement corrective and preventive actions and to document and share any plans with the client
  • To deal effectively with client complaints and issues by ensuring clear communication to the appropriate person and by taking the appropriate documented action

Essential Experience:

  • Three years proven experience in a Call Centre industry at a similar level.
  • Demonstrable success in improving customer service levels.
  • Successful track record of leading, managing and developing large teams of people.
  • Experience of negotiation and diplomacy
  • Experience in managing a budget and the ability to analyse statistical information

Essential Skills:

  • Strong influencing skills and able to positively influence outside area of direct control.
  • Able to prioritise workload to meet challenging deadlines and ability to multi-task
  • Proficient with writing reports, business correspondence and procedure manuals
  • Thorough understanding of best practice in customer and related environments covering people, process, and technology.
  • A strong leader who can clearly communicate a vision, providing direction and motivating others.
  • Extensive problem-solving skills
  • A good understanding of process improvement that can improve service, quality, and efficiency
  • Excellent communication skills in both written and verbal English.
  • Analytical skills: the ability to identify problems, collect data, establish facts, draw conclusions and provide solutions.
  • Self-motivated with a vision of continuously adding value to customers and clients.

We Offer:

In return for your hard work, you will receive a great deal of recognition for your work, but we also offer several tangible benefits such as:

  • The opportunity to gain further qualifications through external training.
  • Excellent career progression and training opportunities
  • Employee pension + Life insurance
  • A great working environment with a fantastic team of people


To Apply:

Please attach an up-to-date CV and describe your relevant experience and interest in the position in the ‘additional info’ box below.

Once you have applied, please go to go-centric.co.uk/home-agent/ and follow the instructions to upload your Speed Test and Work From Home (WFH) Environment.


Disability in the Workplace : 
Please note, go-centric are a certified Disability Confident employer, and subscribe to the guidance in the Two Ticks Scheme.

Under the Equality Act 2010 we, as the employer, are legally obligated to interview anyone with a disability that meets the minimum criteria for the post, offering any reasonable adjustments that may be required in order to complete the recruitment process and/ or the role itself.

For more information regarding this please visit: www.direct.gov.uk/en/DisabledPeople/Employmentsupport/LookingForWork/DG_4000314

To disclose any information regarding a disability that requires additional support during the recruitment journey, i.e. Job Descriptions in large print, please contact the Recruitment Department by emailing recruitment@go-centric.co.ukor by calling 0333 014 4401.


Ready to start your new career?
What are you waiting for? Apply below!