Operations Manager

Operations Manager | Chester | Full Time | £40,000 + OTE Bonus of £13,000-£15,000 per year

Money Expert is an independent comparison business looking for an experienced Operations Manager to lead our contact centre sales operation.

Join a fast-paced, ambitious business where you'll play a key leadership role in shaping the success of our sales operation. You'll work closely with senior leadership on strategic initiatives that improve performance, strengthen operational efficiency, and build future leaders within the business.

This is an opportunity to influence the direction of a high-performing contact centre and help shape a culture focused on delivering excellent customer outcomes and sustained commercial success.

We are looking for an experienced operational leader with a proven track record of managing sales leaders within a contact centre environment.

In this role, you will be responsible for the overall performance of the sales floor, ensuring Sales Managers are supported, coached, and held accountable for delivering against business objectives.

You will own day-to-day operational delivery across multiple teams, with accountability for sales performance, productivity, compliance, customer outcomes, and continuous improvement.

• Lead, coach and develop a team of Sales Managers to deliver exceptional sales performance and customer outcomes
• Take ownership of the day-to-day operation of the sales floor, ensuring targets, service levels and operational objectives are consistently achieved
• Drive a high-performance culture through effective leadership, accountability and continuous coaching
• Monitor and analyse sales performance, productivity, conversion rates and KPIs, implementing action plans where required
• Work closely with the Managers to deliver strategic initiatives and operational improvements
• Conduct performance reviews, one-to-ones and leadership coaching sessions with Sales Managers
• Identify talent and create succession plans to develop future leaders within the business.
• Manage staffing levels, resource planning and operational efficiencies to maximise performance
• Lead performance management processes, supporting Sales Managers with conduct, capability and attendance matters where required
• Collaborate with Recruitment & Learning & Development and other departments to improve sales effectiveness and customer experience
• Champion a positive, engaging and results-driven culture across the sales operation

• Previous experience as an Operations Manager, Senior Sales Manager or similar leadership role within a contact centre sales environment
• Proven experience managing and developing Sales Managers or Team Managers
• Strong commercial awareness with a track record of delivering against sales targets and operational KPIs
• Excellent leadership, coaching and people development skills
• Strong analytical skills with the ability to interpret performance data and drive continuous improvement
• Experience managing change within a fast-paced sales environment
• Excellent communication, organisation and stakeholder management skills
• Ability to influence, motivate and inspire teams at all levels

• Experience with in broadband, telecommunications, utilities, insurance, financial services or other regulated sales environments
• Knowledge of workforce planning and contact centre operational management