8 Call / Contact Centres jobs in Kettering

To manage Operations procedural governance through operational and SHARE process compliance, including outsourced contract performance reporting, legislative compliance with legalities and commercial governance. Driving operational decision making and performances via specialist SME knowledge of a dedicated area within Operations. This providing specialist support to the Senior Operations Management Team up to UK board level and the business through cost and contract performance measurements and visibility.

• To ensure Operations performance measurements are interrogated and reported within agreed timescales
• Through strategic planning continually develop standard daily and monthly reporting for Operations combining report production with improving the customer experience.
• To propose and implement operational and strategic improvements to enhance customer satisfaction, internal cost control and Management Information.
• To undertake relevant bench marking with both European subsidiaries and external organisations in order to establish Operational best practice.
• To provide the input for KPI reporting highlighting areas for improvement and with recommendations for corrective actions.
• To propose, monitor and influence the Operations budget to meet the UK Company financial objectives.
• To communicate the effect of SHARE processes and or system changes which impact or influence the Operations division.
• Transformational Project involvement and leadership to optimise Operational performances
• Develop effective processes for the future operating model, including paperwork flow and contained data, standard reporting, automation of processing and the reduction of manual involvement, to improve efficiency, reduce costs and improve cash flow.
• Provide area specific subject matter expertise to channel and drive business priorities through the Operations division to successful delivery of overall business goals
• Ability to build influential and insightful relationships with internal and external stakeholders that drive positive business activity focused on ensuring compliance, operational excellence and customer satisfaction.
  
  Excellent knowledge and experience within an operational environment from order to cash
• Strong analytical and numeracy skills
• Excellent knowledge of data and its significance to business operations; good understanding of data and experience of understanding process flows and generating recommendations
• Experience of working in a Supply Chain Environment
• Good time management, organizational & delegation skills
• Advanced PC skills - will require exceptional Excel skills to manage key reporting requirements
• Strong communication and presentation skills to all levels
• Ability to establish and nurture relationships of trust with key business stakeholders
• Customer focused - understanding of customer requirements
• Able to operate across multiple processes and departments
• Able to manage bespoke Excel reporting and/or tools based on source data from SHARE including full version control & checking and based on user input.
• Self-starting problem solver
• Excellent ambassador of change
• Financial & Commercial awareness
• Strong negotiation skills
  
  Located: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options)
Package: Competitive salary, pension, benefits About Ricoh: Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools. Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.