Contact Centre Operations Manager

Contact Centre Operations Manager

  • Location

    Newport, Wales

  • Sector:

    Contact Centres

  • Job type:


  • Salary:

    £35000 - £42000 per annum

  • Contact:

    Rachel Nielsen

  • Contact email:


  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Startdate:


  • Client:


Job Role: Contact Centre Operations Manager
Location: Newport
Salary: £35,000 - £42,000
Hours: 11am to 8pm (40 hours per week)

Due to further growth our Client is looking for an Operations Manager to join their expanding team based in Newport.

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

Essential Skills and Knowledge:

Undertaking sales in a heavily regulated environment (FCA)
Managing an outbound sales team within a contact centre.
Management experience at a senior level
Sound understanding of OFCOM and OFGEM regulations
Liaising and reporting to outbound clients (including meetings, MI and KPI reporting).
Control/experience of P&L management.
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