Our client, who are telemarketing and lead generation specialists working with a number of prestigious clients, is looking for a Telemarketing Operations Manager who is 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 contributing to the company's strategic vision.
Reporting into the Director, responsibilities will include:
* Working with Team Managers to ensure delivery of targets and KPIs.
* Building, managing, and converting the renewal pipeline.
* Contributing to the development and implementation of the company’s strategic goals and initiatives.
* Communicating and overseeing expectations on individual job specifications. Understanding individual, team, and wider team dynamics to support a culture of ownership, accountability, and self-sufficiency. Elevating the team to be proactive, striving towards their own performance and development.
* Delivering high-quality training, coaching, 1:1 sessions, side-by-side support, and clear personal development plans.
* Overseeing and guiding your team to establish consistent client communication, providing manager insights and an overall excellent client experience.
* Leading additional initiatives to shape campaigns with positive changes to deliver and exceed expected results.
* Collaborating with others to ensure alignment and synergy. Fostering a collaborative environment that promotes open communication and shared goals.
* Understanding, adhering to, and enforcing all company policies, processes, and procedures.
* Overseeing day-to-day operations to ensure all processes are followed and executed to a high standard. Developing and reviewing policies where required.
* Utilising data and analytics to inform decision-making and optimise performance. Implementing 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.
* Demonstrating high levels of motivation and initiative, being a positive leader.
* Ability to maintain and report complex information to Director level regarding KPIs, performance, and improvements.
Salary:
* GBP 36,000 basic with very competitive OTE.
Working hours:
* 8.30am - 5.30pm Monday - Thursday.
* 8.30am - 3pm Fridays.
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