Contact Centre Operations Manager

35000.00 - 37000.00 GBP Annual
13 Apr 2021
11 May 2021
Contract Type
Full Time
Overseeing a team of dedicated Managers and the sales teams, this role involves ensuring teams are driven to succeed, to ensure that the team exceed their targets, deliver outstanding service, exceptional quality and are in a results driven environment.

The role of Contact Centre Operations Manager will involve data analysis, productivity and resource planning management to ensure optimum levels of service are delivered throughout the year. You must therefore have proven leadership experience and success in managing people, driving change, have a proven track record in improving results alongside delivering outstanding service and quality.


Previous team management experience

Proven track record of working in a sales driven environment within the last three years

Change management skills

Strong analytical skills

Proven track record in motivating a team

Excellent time management skills

Ability to recognise problems and areas for improvements

Strong communication skills

Knowledge of HR policies, practices and procedures

Project management skills

You will be joining for a 9 month maternity cover period reporting directly to and working alongside the Commercial Director and Chief Operating Officer to deliver outstanding results, to positively drive change, to motivate and inspire team members.


Accountable for lead qualification, contract conversion and owner onboarding of new owners, Deliver and monitor department key performance indicators.

Accountable for optimum staffing at all times and ensuring each team has a balance resource vs volume.

Accountable for recruitment within all teams

Accountable for a fun and energetic environment

Deliver and drive staff incentives to over achieve goals.

Conduct regular reviews of Team Managers performance and manage under performance

Lead teams to maximise conversions through the acquisition funnel - coaching and developing Team Managers to ensure sales targets are met/exceeded

Maintain a high sales culture at all times, ensuring the teams focuses on conversion and capitalising on all opportunities to convert and improve lead time through the recruitment funnel.

Work in partnership with Owner Marketing regarding marketing campaigns and initiatives

Work in partnership with the Revenue Management team to ensure we optimise all revenue opportunities

Work with owner services team to measure the quality of the product to ensure a high quality end-to-end recruitment of the right product

Work in partnership with the Training Team to ensure effective staff onboarding is created to support the initial and ongoing development of the teams

Work in partnership with the field based hub team to support conversion and service levels.

Identify areas for improved profitability and growth, making recommendations to the Commercial Director

Be accountable and/or contribute to efficiency projects depending on business needs.

Feedback to relevant department on improvements based on staff/owner feedback

Ensure a safe and harmonious working environment

Motivate, mentor, train and support team members

Understand all organisation's products, services, procedures, guidelines.

Ensure that all HR and people management processes are managed in line with Company guideline

To create an environment oriented to trust, open communication , creative thinking and a collaborative approach

A flexible approach to the role is required and the ability to move around the business should this be required


Meet and exceed conversion performance for both parts of the recruitment funnel through monthly goals set and agreed

Ensure all service levels are met and exceeded at all times

Ensure quality measures are met and exceeded at all time

Team performance is managed in line with Company guidelines - to include performance management, staff retention

Attendance is managed in line with Company guidelines

Deal with escalated issues which cannot be resolved by the team managers.

Budget management