Operations Manager UK - #1775833

This role requires all applicants to be UK-based and able to attend our Leeds office, as it is a full-time, office-based position, 5 days a week.

Eradicating the final barrier of global communication…

At thebigword, we specialise in language solutions, translating over 1 billion words annually, support more than 250 languages and handle millions of interpreting minutes each year. As one of the largest language service providers globally, we utilise the greatest minds and boundary shattering technology to deliver phenomenal quality at scale to both our clients and linguist network. We’re proud that our services support thousands of people every single day, from NHS workers to global brands across the world.

Joining our team is not just a career, it’s being part of something much bigger!

At thebigword, everything we do is underpinned by our ELITE values (Excellence, Leadership, Innovation, Trusted, Empowerment) and we strive to be the best we can be in all that we do. Find out more about our values and the benefits of becoming a ‘bigworder’ here: https://en-gb.thebigword.com/about-us/career/

The Role Unveiled

Join our dynamic Operations team at thebigword, where we're dedicated to ensuring the success of our call centre operations! This role is about managing and optimising our call centre processes, driving performance, and shaping our future. You'll provide our sales team with invaluable market intelligence, expert guidance, and insights to seize new opportunities. If you're ready to lead a team committed to excellence and growth, this is the place for you!

Your Role in Action

As an Operations Manager, you'll oversee the overall running of our UK based team. You'll be responsible for managing team managers, tracking and recording all KPIs and SLAs, addressing recruitment gaps, and driving continuous improvements in our contract performance.

We thrive in a fast-paced environment and value proactive, confident, and organised individuals. As Operations Manager, you'll be expected to:

• Lead and mentor the call centre team, ensuring alignment of skills with tasks for peak performance through regular coaching and training.
• Oversee and support team managers, ensuring they meet deadlines and deliver successful outcomes.
• Drive efficiency by refining processes and ensuring accessibility for the team, continuously innovating to enhance customer and candidate experiences.
• Provide comprehensive insights on policies, compliance, and regional nuances to key stakeholders, advocating for global best practices and consistency.
• Lead meetings, utilise data for informed decision-making, including risk assessment and trend analysis.
• Monitor expenditures, strategise for client gross margin impact, and lead initiatives for improved financial outcomes.
• Record and analyse all KPIs and SLAs, ensuring targets are met and identifying areas for improvement.
• Address any recruitment gaps and ensure a strong pipeline of talent.
• Support Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs) to ensure alignment and progress on key initiatives.
• Maintain a consistently positive brand image across initiatives, ensuring our reputation aligns with our values at every opportunity
  
  

The Perfect Match: Your Skills & Talents

• Experience in managing call centre operations, with an understanding of the complexities and demands.
• Ability to embrace challenges and fast-paced roles, relishing growth opportunities.
• Expertise in data analysis, crafting actionable strategies from insights with creativity.
• Strong communication skills and understanding diverse perspectives.
• Confident leadership, initiating and implementing effective solutions.
• Unwavering passion and determination to exceed targets.
• Resilience, thriving in the face of challenges.
• A team player who revels in collaborative environments and celebrates shared success.
• Effective stakeholder management, nurturing productive relationships.
• Proficiency in using spreadsheets and data for informed decision-making.
• A commitment to client satisfaction, drawing from prior client-facing experiences to deliver exceptional service.
  
  

Perks That Make You Smile

Our people are the key to our success so we reward them with excellent benefits and perks including:

• Access your pay as you earn it through our financial wellbeing platform ‘Wagestream,’ a tool that lets you track your earnings in real-time, access a percentage of your pay as you earn it, learn easy tips for managing your money and save straight from your pay into pots for the future.
• Generous Annual Leave Entitlement that increases with length of service.
• Healthcare Cashback Plan - Health insurance products in the UK that helps people cover every day healthcare needs by providing cashback on a range of health benefits including dental and optical.
• Discounts at over 30,000 merchants for you and up to 5 family members to save on travel, electronics, tickets, cinema, and more!
• Employee Assistance Program – 24-hour mental health support to help our team members live happier, healthier lives.
• Apprenticeships, Qualifications & Development Opportunities – You can also access 1000’s of online courses to enhance your personal hobbies and interests.
• Long-Service Awards, Wedding & New Baby Gifts
• Up to 2 Paid Volunteer Days – Take time off to give back to your local community, or a cause close to your heart.
• Equality, Diversity & Inclusion Committee, CSR Committee, and Wellbeing Committee – Cementing our dedication to being an equal opportunities employer, these valuable groups are active across our organisation, supporting in change initiatives across the business, and shining a light on these important areas.
• Discounted taste card membership.
  
  

Enjoy ‘the Brainworks’, our vibrant and collaborative office:

• Free on-site Parking
• Free Breakfast at the Brainworks.
• Zen-Den – at the Brainworks. A calm and tranquil space for prayer, relaxation, and your wellbeing
• Fun Activities – Enjoy Pool, Table-Tennis or Giant Chess along with fun and frequent events.
  
  

The Opportunity Awaits

Ready to apply? Submit your CV, we’d love to hear from you! Once you've applied, we'll keep you informed throughout the process. Note that the successful candidate must be UK-based with the right to work in the UK.

If you'd prefer to join our freelance linguist community as a translator or interpreter, email your details to [email protected], and we'll be in touch.

Successful applicants will undergo a basic criminal record check, with some roles requiring additional clearances or SC clearance.