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Senior Operations Manager - Newport

Managerial - Managerial
Ref: 141 Date Posted: Monday 14 Jan 2019
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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):


Achievement of Sales & Telephony KPI’s with a set annual budget


Lead a Team of up to 100FTE to achieve operational performance


Reports to:

Head of Site



Sales & Marketing, Carpeo SLT, HR, Finance, IT, Forecasting, Planning Team, Customer Relations and the Quality & Sales Admin Teams

Committees/Forum Membership:



Role is responsible for:

  • Leading the Management Team & 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 Carpeo policies 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

  • Outbound Experience

  • P&L Responsibility

  • Aware of FCA / OFCOM


Personal Attributes:

  • Strong Leadership Skills

  • Portray as Leader not Manager

  • Excellent interpersonal skills at all levels

  • Sales focused

  • Self driven/motivated

  • Inspire/motivate others

  • Inquisitive/challenging

  • Ability to be both tactical & strategic



  • Graduate or equivalent

  • FCA/PCI compliant

  • OFCOM understanding


Core competencies:

  • Interpersonal & Influencing Skills

  • Achievement Drive

  • Judgement & Decision Making

  • Continuous Improvement

  • Strategic Thinking

  • Leadership


Need to exhibit behaviours consistent with Carpeo core values.


ContactCORP Ltd are acting as an employment agency in regards to this role