Operations / Sales Manager

If you're looking for an opportunity to grow your career then join our team as an Operations/Sales Manager working from our vibrant Falkirk office. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

This opportunity is for someone highly responsible with exceptional organisational and project management skills. We want multi-taskers with the ability to juggle priorities without losing focus. Apart from identifying issues, before they become problems, you'll also need to be a confident decision maker and solution finder, while a critical eye for detail and strategic way of thinking will get you far in this role.

If you're ready to lead by example, have a knack for communicating then grab this opportunity by applying today!

What you'll be doing:

• Being accountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetite


• Creating and delivering an effective revenue growth strategy to ensure optimal performance in both sales and retention work streams.


• Effective performance management of sales and retention call types to drive performance above expectations


• Achieving growth and hitting sales targets by successfully managing sales teams and by assessing the teams strengths and weaknesses


• Operating within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trends


• Driving fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures


• Working with the Business to deliver new products, changes or initiatives impacting Customer Service


• Ensuring the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training


• Designing and delivering reward and incentive schemes aligned to fair customer outcomes


• Owning first line operational risks and controls


• Developing strong working relationships with key internal and external stakeholders, to achieve business objectives
  
  Proven ability to drive the sales process from plan to close


• Proven leader and relationship manager experience across teams and in a matrix management organisation


• Detailed understanding and experience of Contact Centre Management


• Strong relationship & stakeholder management skills at a Senior Manager and Executive level


• Project management skills in complex multi-functional projects


• Strong influencing, negotiating & networking skills


• Excellent management and interpersonal skills


• Analytical & conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy


• Strong awareness and understanding of Conduct Risk.