Operations Manager

Purpose of the role 

The role exists to deliver contracted service levels across several accounts at once while expanding each account's value to Acquire Intelligence. The successful candidate combines contact centre operational discipline with a sales leader's focus on conversion, pipeline and revenue.

The Operations Manager is the primary operational contact for each client, owns account health and margin, and builds a small team that performs above target and is ready to scale when a client adds volume or new lines of business.

Key responsibilities

Multi‑account operations

•  Run day‑to‑day delivery across several client accounts concurrently, meeting contracted SLAs and KPIs on each

•  Balance priorities, staffing and escalations across accounts without one account's demands degrading another

•  Own account P&L inputs: utilisation, occupancy, attrition and billable hours

•  Maintain process documentation, knowledge bases and quality frameworks for each account

Sales performance and revenue growth

•  Own sales targets on outbound and inbound sales programs, including conversion, revenue per agent and campaign ROI

•  Design and refine sales scripts, offers, objection handling and call flows with the client

•  Identify upsell, cross‑sell and scope expansion opportunities within existing accounts and build the business case for each

•  Support new client onboarding and solution design with the Senior Director and commercial team

Team leadership and development

•  Lead, coach and develop a small team of Team Leaders and agents to consistently exceed target

•  Run daily huddles, weekly performance reviews and structured one‑to‑one coaching

•  Build a succession bench so the team can scale when accounts grow

•  Manage recruitment, performance management and recognition in line with HR policy

Client management and reporting

•  Act as the primary operational contact for each client, leading weekly and monthly business reviews

•  Deliver accurate, timely performance reporting with clear commentary and actions

•  Manage escalations, contract variations and change requests with the client

Workforce planning and analytics

•  Work with WFM on forecasting, scheduling and intraday management across all accounts

•  Use data to diagnose performance gaps and drive corrective action plans

Join the A-Team and experience the A-Life!