Telemarketing Operations Manager

Our client who are telemarketing and lead generation specialists, who work with a number or prestigious clients are looking for a Telemarketing Operations Manager who are able to optimise the department’s KPI performance, increase client retention and proactively seek additional business improvement opportunities to enhance the overall business direction. This role involves managing the day-to-day needs of the team, setting expectations, and supporting them through training, coaching, and personal development, while also contributing to the company's strategic vision.

Reporting into the Director responsibilities will include…

• Working with Team Managers to ensure deliver of targets and KPI’s
• Build, manage, and convert the renewal pipeline
• Contribute to the development and implementation of the company’s strategic goals and initiatives.
• Communicate and oversee expectations on individual job specifications. Understand individual, team, and wider team dynamics to support a culture of ownership, accountability, and self-sufficiency. Elevate the team to be proactive, striving towards their own performance and development.
• Deliver high-quality training, coaching, 1:1 sessions, side-by-side support, and clear personal development plans.
• Oversee and guide your team to establish consistent client communication, providing manager insights and overall excellent client experience.
• Lead additional initiatives to shape campaigns with positive changes to deliver and exceed expected results.
• Collaborate with others to ensure alignment and synergy. Foster a collaborative environment that promotes open communication and shared goals.
• Understand, adhere to, and enforce all company policies, processes, and procedures.
• Overseeing day-to-day operations to ensure all processes are followed and executed to a high standard. Develop and review policies where required.
• Utilise data and analytics to inform decision-making and optimise performance. Implement data-driven strategies to identify growth opportunities and areas for improvement.

Knowledge and Skills

• Previous Managerial experience within a contact centre/telemarketing environment
• Responsible for your actions and accountable for the results.
• Demonstrate high levels of motivation and initiative, being a positive leader
• Ability to maintain and report complex information to Director level in regards to KPI’s, performance and improvements

Salary

• £36.000 basic with very competitive OTE

Working hours

• 8.30am – 5.30pm Monday – Thursday
• 8.30am – 3pm Friday’s