Are you a dynamic leader with a passion for driving sales and delivering exceptional customer service? We’re looking for a Head of Contact Centre Operations to lead, develop, and optimise our call centre team, ensuring outstanding performance, efficiency, and growth. You will play a key role in enhancing customer experience, achieving sales targets, and fostering a high-performing team culture. Who We Are At Trade Mastermind, we are the UK’s No.1 training business for trade and construction business owners. We transform tradespeople into successful business leaders through our range of training programmes, from 12-month business academies to mastermind retreats. On average, we help businesses grow their sales by 400% Why join Trade Mastermind? Here’s why: A culture of collaboration and innovation Opportunities for career growth and development A forward-thinking company that invests in its people A supportive and inclusive work environment Competitive salary and benefits The chance to make a real impact on our industry Key Responsibilities Strategic Leadership Develop and execute the strategic vision for the call centre, aligning with company-wide goals. Drive initiatives to improve customer experience, sales performance, and operational efficiency. Work closely with senior leadership to ensure alignment between call centre activities and broader business objectives. Operational Management Oversee day-to-day call centre operations, ensuring high-quality service delivery. Analyse key metrics (e.g., call volumes, conversion rates, response times) to identify areas for improvement. Implement technologies and tools to optimise workflows and increase productivity. Manage resource planning to ensure smooth operations and peak efficiency. Team Leadership and Development Build and mentor a high-performing team of call centre managers and agents. Foster a motivating, performance-driven culture that encourages accountability. Conduct regular performance reviews, coaching, and professional development sessions. Lead by example in demonstrating customer focus, professionalism, and problem-solving. Customer and Sales Focus Ensure that all customer interactions maintain high quality and professionalism. Collaborate with sales and marketing teams to optimise lead generation and conversion. Develop scripts, FAQs, and support materials to enhance customer engagement. Implement customer feedback loops to drive continuous improvement. Budgeting and Reporting Manage the call centre budget, ensuring cost-efficiency while maintaining high service standards. Prepare and present performance reports to senior leadership. Identify opportunities for cost savings and operational enhancements. What We’re Looking For Strong analytical skills to interpret data and make informed decisions. Deep understanding of sales processes, lead generation, and customer service best practices. Proven ability to lead and inspire large teams in a fast-paced environment. Excellent communication, interpersonal, and problem-solving skills. High level of organisation, project management, and multitasking. Qualifications & Experience 5 years of experience in call centre management with a strong track record of achieving KPIs. Experience in a sales-driven or customer-focused environment. Ability to implement change and innovative solutions. What We Offer Competitive salary Company equipment & sponsored development Company pension & wellbeing programmes Modern working environment with on-site gym & cafe Free parking & company events Career growth and development opportunities If you’re looking for an exciting leadership role where you can make a real impact, grow your career, and be part of a company that is shaping the future of the trade industry, we’d love to hear from you Please note: This is an office-based role in Peterborough