We are looking for an Operations Manager to focus on performance analysis and data-driven improvements in our inbound sales operation. Reporting to the National Sales Manager, your role will involve monitoring and interpreting key performance metrics, identifying trends, and working closely with senior leadership to develop strategies that drive operational success.
Your primary responsibility will be to use data to improve performance across the team, ensuring we meet targets and continuously improve efficiency. You’ll analyse sales data, identify problem areas, and provide insights to help shape decisions that will enhance both team performance and customer experience.
The role:
Performance Monitoring & Insights:
1. Regularly track key performance metrics like sales growth, opportunities, target achievement, quote-to-close ratio, sales per representative, conversion rates, customer retention, churn, and satisfaction.
2. Monitor progress against goals and provide actionable recommendations based on data to improve results.
Strategic Growth & Development:
1. Use data to spot areas where the team can improve and develop strategies to enhance performance.
2. Ensure KPIs align with company goals and drive tangible results.
Root Cause Analysis & Problem Solving:
1. Investigate performance challenges, identify underlying causes, and create plans to address them.
2. Collaborate with teams to implement solutions and track progress over time.
Process Optimization:
1. Leverage data to streamline processes and improve team efficiency.
2. Identify opportunities to remove inefficiencies and enhance the sales process.
Cross-Functional Collaboration:
1. Work closely with teams across the organisation (sales, marketing, HR) to ensure performance goals are aligned and met.
2. Share key performance insights with senior leadership to support informed decision-making.
Reporting & Forecasting:
1. Prepare regular performance reports and forecasts to keep leadership updated on progress.
2. Provide data-driven analysis that supports both immediate decisions and long-term planning.
Essential skills:
* Data Analysis & Performance management in a call centre or sales environment.
* Strong Analytical Skills: Proficiency in data analysis tools like Excel, Tableau, or Google Analytics, with the ability to create reports and interpret data.
* Performance Metrics Experience: A deep understanding of KPIs such as CSAT, FCR, and how to improve them.
* Proven experience identifying areas for improvement and implementing solutions based on data analysis.
* Clear ability to develop strategies based on data insights that align with overall business goals.
* Present data in a clear, understandable way to leadership and stakeholders.
Experience in the solar industry or renewable energy is a plus!
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Sales
Industries
Services for Renewable Energy
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