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Call Centre Operations Manager

£40,000 yearly
  • Southend-On-Sea, Essex
  • 31/01/2019
Full time Management

Job Description

Job description

We are looking for an experienced Sales Operations Manager to join our contact centre management team. Our client is a European award-winning, state-of-the-art contact centre, based in Southend on Sea - Essex.

They specialise in all forms of customer contact across a range of channels.

What will I do in the role?

  • Heading up the in house outbound sales teams on behalf well known brands, with a primary focus on business to business sales strategies/campaigns.
  • You will be the first point of contact for all queries from the clients you are representing. Managing those working relationships, responding to all queries, requests and reporting requirements.
  • You will have line management responsibility for your Team Managers who will oversee the Sales Executives & Account Managers on the campaigns.
  • Working in partnership with Team Managers to ensure that KPI's & SLA's are achieved and maintained.
  • Developing the individual accounts in partnership with your client to maximise revenue and new streams of workload.
  • Forecasting revenue sales internally and externally for stakeholders.
  • Supporting, coaching and leading your Team Managers to ensure high quality performance is driven throughout the teams. Building a culture of high performance and excellent customer service.
  • Working in conjunction with the wider management team to support the operations across the business.


What do I need?

  • Proven experience in developing high performance culture within a Contact Centre environment
  • Ability to analyse and present data, as such strong IT skills are required.
  • Experience of managing and leading a team
  • Experience of developing your team and leading on KPI's
  • Strong written and verbal communication skills
  • Ability to forge strong working relationships with external partners and well as internal stakeholders.

What will I be paid?

We offer competitive pay rates which are negotiable depending on experience and benefits such as:

  • Discounts with over 40 local businesses
  • Health care plan and pension
  • Free fruit on a Wednesday, Free ice cream in August
  • Massages once a week
  • Dress down Friday

Working Hours

  • Monday - Friday, 8.30am to 5.30pm, however flexibility will be required in order to meet the needs of the business.
  • Full time - Permanent