Vacancy Details

General Manager

Job Ref:

Job Title:
General Manager


Shift Pattern:
Hours of work: 40 hours per week
Business operational hours are 8:30am – 10:00pm seven days a week; you will be expected to have a degree of flexibility within these hours

Close Date for applications:

Main Responsibilities:

General Manager


Firstsource is an innovative provider of customer-centric business process services. With a network of 48 delivery centers spread across US, UK, Philippines, India and Sri Lanka, Firstsource provides services to organisations in the Healthcare, Communication, Publishing, Banking, Financial Services and Insurance industries. The company`s services - Customer Management, Data Processing and Collections - complemented with best-of-breed processes, intellectual property (IP) assets, and quality of service help clients not only improve customer satisfaction but also reduce operational costs, record process improvements and more importantly focus on core competence.

Driven by the Rightshore delivery model with 70% employees located onshore and 30% offshore, the company ensures client proximity, better understanding of the domain as well as the market, and more effective communications so as to ensure delivery excellence.


Firstsource is actively recruiting for a General Manager for our Sky Contract. We are looking for an individual who is passionate about leading a team to deliver the best customer service in the country and continually develop excellence. This person will be responsible for the operational delivery across our two operations in Derby and Warrington. The successful candidate will work across all disciplines to get the right result for our people, customers and business.


The successful candidate will be based in Derby with regular travel to Warrington.

Reporting relationships:

The jobholder will report to the Senior Vice President - Operations.

Job Purpose:

The GM will manage the day-to-day delivery of service to our clients, including some very specific and demanding requirements to ensure our client`s customers` receive a high quality, cost effective service. The GM will be responsible for all Operations across Sell and Save, including a large outbound sales operation.

Key Accountabilities:

  • Inspire, motivate & lead the teams to deliver an excellent experience.
  • Proactive use the locations to ensure that we are getting the best use of resources/skill sets.
  • Support & Challenge the evolving way of thinking, based on experience, to drive performance.
  • Ensure that all changes are sustainable & scalable to meet the evolving needs of our new client.
  • Manage the implementation of the operational plan for our client to ensure Firstsource meets its contractual requirements within the agreed time frames and develop and deliver budgets / forecasts from a P&L perspective.
  • Manage the day-to-day delivery of service to ensure our clients are provided with the agreed resources at all times, and that KPIs are met or exceeded.
  • Carry out succession planning.
  • Ensure clear and accurate communication is cascaded throughout the operational teams, and that good communication links are established with onshore and offshore colleagues, and clients.
  • Lead by example, be approachable, and demonstrate a "can do" attitude, to develop a culture of working together, as a team to help us achieve the best results.


  • Educated to degree level and / or have senior management experience in a service delivery environment, with a demonstrable track record of delivering high quality customer service in demanding environments.
  • Line management / contact centre experience of multi-sites across different cultures
  • Commercial awareness and successful financial / budget management.
  • Best practice customer service & sales / contact centre experience and delivering high quality results within blue chip organisations across both voice and non-voice channels
  • In depth experience of working as an outsource partner.
  • Experience of interpreting operational data and its effect on customer service.
  • Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets.
  • Strong management skills and proven leadership capability.
  • Key focus on people development.
  • Passionate about delivering exceptional customer service.
  • Excellent communication, influencing and presentation skills.
  • Ability to influence through clear, informed and logical communications and justifications.


A salary is available to attract the best, with basic salary and bonuses based on an individual`s skills sets and experience.

  • Annual bonus scheme based on company & individual targets
  • Private Healthcare (AXA PPP)
  • Life Assurance
  • Employee Assistance Program
  • Childcare Vouchers
  • Lifestyle Employee Discount Scheme - Rewards Compass

Hours of work: 40 hours per week
Business operational hours are 8:30am - 10:00pm seven days a week; you will be expected to have a degree of flexibility within these hours

Holidays: 25 days plus 8 public holidays.

Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. Firstsource Solutions BPO reserves the right to consider an employee`s performance record including any misconduct issues when appointing a candidate to a role. Firstsource Solutions is an Equal opportunities Employer.

Sorry, this vacancy is closed.

This form will put you in touch with our business development team. For all other functions, please click here.
Ready to get in touch and grow your business?
Tell us a little more so we can connect you with the right person
Last step!
Let us know which solutions you're most interested in


Let's Talk