Operations Manager in Hartlepool

Job Purpose:

To oversee and optimise the day-to-day operations of the business function within an energy brokerage. This role ensures the smooth delivery of outbound sales campaigns, manages performance and compliance, and supports strategic growth by improving business processes and outcomes.

Key Responsibilities:

• Manage and support the team, including supervisors, agents, and admin staff.
• Monitor daily performance metrics (e.g. call volumes, conversions, lead quality, deal submissions).
• Design and implement operational processes to streamline business activity.
• Work closely with Sales Managers to align sales targets with operational delivery.
• Oversee dialer systems, call routing, and data list management.
• Ensure compliance with industry regulations, GDPR, and internal sales quality standards.
• Conduct regular team meetings, performance reviews, and one-to-one coaching sessions.
• Identify operational inefficiencies and introduce automation or reporting improvements.
• Manage onboarding, training, and development of business staff.
• Produce regular performance reports for senior leadership.

Qualifications:

• Proven experience (35+ years) in an operations or team management role within a business or call centre environment.
• Industry experience in energy or utilities (preferred).

Skills and Competencies:

• Excellent leadership and people management skills.
• Strong analytical mindset able to interpret KPIs and improve performance.
• Excellent communication and conflict resolution abilities.
• High attention to detail and focus on compliance and quality assurance.
• Ability to work under pressure and manage time effectively in a target-driven environment.