Operations Manager

Blaenau Gwent
35000.00 - 42000.00 GBP Annual
17 Jul 2017
14 Aug 2017
Contract Type
Full Time
Job Role: Contact Centre Operations Manager
Location: Newport
Salary: GBP35,000 - GBP42,000
Hours: 40 Hours

Joining our Client will be about becoming part of a team. While everyone plays their part, and is rewarded for their efforts, it's teamwork that lies behind their success. That's why you will be joining a company that really does value its staff. They know their people are their greatest asset and as such, they make every effort to look after them. They ensure they give you the opportunities to develop as a person. They will provide the training and mentoring to bring out the best in every one of their staff.

Role Purpose:

Overall responsibility for management of all acquisitions on behalf of various clients through the Inbound & Outbound Sales Contact Centre Team. This includes achievement of business sales, revenue and customer targets, compliantly and within agreed budget. Responsible for leading a team of up to 100FTE to achieve operational performance.

Role is responsible for:

Leading the Team Leaders to achieve above business & financial targets set for the Contact Centre.
Identify opportunities to increase performance and reduce cost to meet year end plans.
Working with Training, Data Analysts, Forecasting & Planning and Process Teams to ensure any new initiative or process is delivered successfully and on time into the Contact Centre.
Ensure that all Contact Teams sell compliantly, taking appropriate action if any teams are non-compliant
Ensuring that all performance tools such as reward schemes, performance management processes continue to be fit for purpose and support the delivery of business & financial plans
Working with HR to ensure all teams are managing their people within policy guidelines and procedures
Making sure the Outbound channel is dialling to best practise and utilising all leads available to maximise revenue.
Support the creation of annual Contact centre cost budget



Undertaking sales in a regulated environment
Call Centres - through both Inbound and Outbound
Management experience at a senior level
Delivering HR policies and Procedures

Personal Attributes:
Strong leadership skills
Excellent interpersonal skills at all levels
Sales focused
Inspire/motivate others
Ability to be both tactical & strategic


Graduate or equivalent
FCA/PCI compliant
OFCOM understanding