Permanent
Call Centre Manager
Wiltshire
£45,000 per annum +++

Senior Operations Manager

Ref: 3385| Posted: 2nd Mar 2018

This vacancy is now closed
Title:                    Senior Operations Manager
Salary:              £45,000 per annum
Benefits:          Up to 30% quarterly bonus. Pension, commission/bonus available
Location:         Wiltshire
Type:                Permanent
 
Role Purpose:
Overall responsibility for the management of acquisitions on behalf of clients through the Inbound & Outbound Sales Contact Centre Team. 
Targeting achievement of business sales, revenue and customer targets while maintaining full compliance and within the agreed budget.
 
Role Dimension (Financial/Non-financial):
  • Financial: Achievement of sales and telephony KPI’s with a set annual budget
  • Non-financial: Lead a team of circa 100FTE to achieve operational performance
Reporting to: Head of Site
 
The Senior Operations Manager is responsible for:
  • Leading the Management Team & Team Leaders to achieve business and financial targets.
  • Identify opportunities to increase performance and reduce costs to meet year-end targets.
  • Working with Training, Data Analysts, Forecasting and Planning, and Process Teams to ensure all new initiatives or processes are delivered successfully and on time.
  • Ensure all Contact Teams adhere to sales compliance and address any instance of non-compliant.
  • Ensure all performance tools such as reward schemes and performance management processes remain fit for purpose and support the delivery of Business and Financial plans.
  • Work with HR to ensure all teams are managing staff according to company policies and procedures.
  • Ensure the outbound channel is dialing to best practice and utilising all leads to maximise revenue.
  • Support the creation of an annual cost budget.
Skills/Knowledge/Experience:
  • 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
  • Self-driven/motivated
  • Inspire/motivate others
  • Inquisitive/challenging
  • Ability to be both tactical & strategic
Qualifications/FCA:
  • Graduate or equivalent
  • FCA/PCI compliant
  • OFCOM understanding
Core competencies:
  • Interpersonal and influencing skills 
  • Achievement drive
  • Judgement and decision making
  • Continuous improvement
  • Strategic thinking
  • Leadership
C&D Group are recruiting as an employment agency for this role.