We are seeking a dynamic Contact Centre Operations Manager to lead and deliver a high-performance culture across our Sales, Service, and Retention Teams. You will be responsible for motivating and guiding your team to achieve exceptional staff engagement, operational excellence, and customer satisfaction. The role is results-focused, driving the team to meet targets, identify cross-sell and upsell opportunities, and foster a customer-centric environment. The role is based in our Warrington HQ, although some travel will be required to our other contact centres across the UK As a Contact Centre Operations Manager you will have access to: Competitive Salary Management Bonus Company Car or Allowance Ride to work scheme Brand discounts through Certas group scheme 25 days holiday (plus bank holidays) Buy and sell holiday scheme Company pension Job responsibilities will include: Set, monitor, and challenge performance targets for all Sales and Service teams. Collaborate with the Operations team to identify and resolve issues. Partner with Marketing and Digital teams to enhance the customer journey. Drive cultural alignment during organizational changes or mergers. Stay up to date with industry trends and participate in relevant networks. Develop and implement structures to meet evolving business needs. Monitor customer interactions to improve quality and individual performance. Continuously improve sales processes in collaboration with the Head of Continuous Improvement. Optimize operational costs by adopting and maintaining best practices. Ensure compliance with operational standards and improve working practices in partnership with the Head of Contact Centre Operations. Promote a customer service excellence mindset across the team. Ensure effective IT systems usage per company policies. Conduct monthly reviews of operational performance with leadership. Submit CapEx proposals and justifications as required. Define and clarify roles within the Contact Centre Operations structure. Skills and experience required: .Proven experience managing and leading teams in a contact centre or similar environment. Strong stakeholder management and analytical skills. High degree of self-motivation, resilience, and time management. Target-driven with the ability to inspire and influence others. Excellent organizational, communication, and presentation skills. Experience in performance management and appraisals. GCSE Maths and English. Strong objection-handling and decision-making skills. Experience in managing P&L - Desirable Prior experience designing and implementing incentive schemes - Desirable Familiarity with Finance for Non-Financial Managers - Desirable This advert may close before the closing date, please submit your application early to avoid disappointment.