Title: Senior Operations Manager
Salary: £40,000 - £55,000
Location: Newport
Contract: Permanent, Full Time.
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
Role Dimension (Financial/Non-financial):
Financial
Achievement of Sales & Telephony KPI’s with a set annual budget
Non-financial
Lead a Team of up to 100FTE to achieve operational performance
Reports to:
Head of Site
Relationships:
Sales & Marketing, Carpeo SLT, HR, Finance, IT, Forecasting, Planning Team, Customer Relations and the Quality & Sales Admin Teams
Committees/Forum Membership:
SWCCF
Role is responsible for:
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Leading the Management Team & Team Leaders to achieve above Business & financial targets set for the Contact Centre
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Identify opportunities to increase performance and reduce cost to meet year end plans.
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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
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Ensure that all Contact Teams sell compliantly, taking appropriate action if any teams are non-compliant
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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
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Working with HR to ensure all Teams are managing their people within Carpeo policies and procedures
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Making sure the Outbound channel is dialling to best practise and utilising all leads available to maximise revenue.
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Support the creation of annual Contact centre cost budget
Skills/Knowledge/Experience
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Undertaking Sales in a regulated environment
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Call Centres- through both Inbound and Outbound
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Management experience at a senior level
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Delivering HR Policies and Procedures
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Outbound Experience
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P&L Responsibility
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Aware of FCA / OFCOM
Personal Attributes:
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Strong Leadership Skills
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Portray as Leader not Manager
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Excellent interpersonal skills at all levels
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Sales focused
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Self driven/motivated
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Inspire/motivate others
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Inquisitive/challenging
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Ability to be both tactical & strategic
Qualifications/FCA:
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Graduate or equivalent
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FCA/PCI compliant
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OFCOM understanding
Core competencies:
Need to exhibit behaviours consistent with Carpeo core values.
ContactCORP Ltd are acting as an employment agency in regards to this role