Job Title: Operations Manager- B2B Outsource Solution

Job type: Permanent

Basic Salary: £32,500 - £35,000

Bonus: Monthly

Location: Preston Office Based

Role Overview

NCO Europe are currently looking for an experienced Operations Manager to join us the role is to support the Chief Operating Officer through the effective management of a Large Business 2 Business (B2B) Collections outsource program for a key NCO Europe blue chip global telecoms client. This role covers B2B Account Receivables Management, Dispute Handling, Training & Competency, Quality Assurance, Analytics and Back Office functions, supporting customers in >60 countries across Europe, Middle East Africa (EMEA) and Cananda, Caribbean, Latin America (CCLA). A key requirement of this role is also to uphold NCO's high standards in terms of promoting a culture conducive to learning and delivering strong performance. Retention of staff and high employee morale and productivity is paramount in this role.

About Us

NCO Europe is a leading Financial and Customer Care outsourcing partner. We have trained multi-lingual employees using cutting-edge technologies to ensure our customers receive the best possible outcome.

We offer our clients bespoke outsourcing services tailored to their specific geographical, regulatory and customer service requirements.

Our Offices are based in the heart of Preston City Centre and close to all transport links.

What you will be doing

Management of the overall relationship, including taking the key lead in contract renewal negotiations, additional work tenders etc.

· End to end management and leadership of all aspects relating to services provided to this client

· Create a culture of trust, integrity, and pride amongst all staff, through appropriate information sharing, recognition and reward

· Manage Team Managers and Credit Specialists to company minimum standards, always promoting consistency and excellent standards of performance

· Management of Business Analyst to create and provide business intelligence and innovative dashboards for EMEA and ROW

· Management of Training & Quality Manager - accountable for new Agent journey from recruitment to competency and on-going QA of existing Agents

· Comprehensive knowledge of back-office functions specifically relating to B2B arrears/credit control processes

· Set and monitor performance targets and goals for all teams and operation as a whole

· Possess an in-depth understanding of the client's and NCO's expectations and goals

· Deliver continuous improvement against challenging, contractual productivity improvements

· Conduct regular reviews of individual performance and take the appropriate action where performance management or disciplinary action is needed

What we are looking for

· 2 Years'+ Collections/Customer Service Solutions management experience in a Contact Centre environment preferable

· Excellent verbal and written communication skills

· Excellent working knowledge of all Microsoft Office products

· Ability to lead and manage a department in excess of 50 FTE

· Analyse and Present company and client data, in order to make informed recommendations to their Chief Operating Officer

· Tenacious, resilient and a quick learner who can work under pressure and meet all client deliverables

· Demonstrate professionalism at all levels and maintain the highest levels of confidentiality and discretion

What we offer

We offer the following benefits:

· 25 days holiday plus bank holidays

· Life Assurance

· Monthly bonus opportunity

· Access to Reward Gateway for all employees to gain access to nationwide benefits such as discounts at restaurants, supermarkets, health clubs, online retail outlets and much more

· 28 days holiday per year (including Bank Holidays) and 1 additional holiday for each completed year of employment

· Employee Assistance Programme

· Training & development

· Annual Awards Evening

NCO are committed to Diversity and Inclusion for all employees and applications from all individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belie, marriage and civil partnerships

If you believe that you have the required skills, please forward your CV and a cover note to our recruitment inbox via the link below. We strive to reply to every applicant however if you have not heard with us within 2 weeks of your submittal then you have not been successful