Assistant Operations Manager

Ant Marketing; South Yorkshire; On-site; GBP 28,000 - 37,000; Full time

Job summary

Ant Marketing is seeking an Assistant Operations Manager to oversee daily client communication, guide team leaders, and maintain service levels. You will identify risks, manage the revenue tracker, and deputise for the Operations Manager when needed.

The role requires coordinating campaigns, optimizing performance, and ensuring staffing aligns with budgets in a busy contact centre environment. You will lead with commercial awareness, develop solutions, and support the wider management team on

Qualifications

• Evidence of strong leadership and management capability within a fast-paced environment.
• Proven ability to manage client relationships and maintain service levels.
• Experience coordinating teams and resources to meet campaign goals.
• Proactive problem solving with a focus on operational efficiency.

Responsibilities

• Provide regular updates to the Operations Manager and Operations Director.
• Own daily client communication and maintain service levels.
• Lead Team Managers and QA Managers across the department.
• Identify and manage operational risks and escalate as needed.
• Maintain the daily revenue tracker with accuracy.
• Deputise for the Operations Manager during absences.
• Monitor performance and drive continuous improvement.
• Support planning, problem solving and performance management.
• Complete ad-hoc duties and projects as required.
• Manage client and stakeholder relationships professionally.
• Coordinate agent resourcing and holidays to meet budgets.

Skills

Stakeholder management

Team leadership

Operational planning

Problem solving

Excel / IT skills

Communication skills

Contact centre / sales experience

Client relations

Job description

A rare opportunity has arisen to work as an Assistant Operations Manager.

Key Responsibilities

• Provide regular feedback, updates and operational insight to the Operations Manager and Operations Director.
• Take ownership of daily client communication, ensuring expectations are effectively managed and service levels are consistently maintained.
• Provide leadership, direction and ongoing support to Team Managers and QA Managers across the department.
• Identify, assess and proactively manage potential operational and business risks, escalating issues where appropriate.
• Maintain and update the daily revenue tracker, ensuring information is accurate and up to date.
• Deputise for the Operations Manager during periods of absence, taking responsibility for key operational duties and decision-making.
• Monitor operational performance and identify opportunities for continuous improvement and increased efficiency.
• Support the wider management team with operational planning, problem solving and performance management.
• Complete other reasonable ad-hoc duties and projects as required.
• Taking a professional and commercially aware approach to client and stakeholder management.
• Manage agent resourcing across campaigns, ensuring staffing levels and hours are aligned with campaign requirements and agreed budgets.
• Coordinate and manage agent holidays, ensuring appropriate resource and operational coverage is maintained.

Skills & Experience

We are looking for someone who can demonstrate:

• A strong work ethic, with a self-motivated, proactive and dedicated approach.
• Excellent verbal and written communication skills, with the confidence to communicate effectively at all levels.
• Strong organisational skills, with the ability to interpret information and make informed decisions.
• Excellent problem-solving skills, with a confident and solutions-focused approach.
• Strong IT skills, including Microsoft Excel and the ability to learn and utilise internal systems effectively.
• The ability to prioritise workload, manage competing demands and work effectively under pressure.
• The confidence and ability to lead, motivate and support management teams.
• Previous management or leadership experience within Ant Marketing.
• Experience working within a contact centre, sales or customer service environment.
• Experience managing client relationships and operational performance.

Hours

• Full time, 40 hours per week. Monday to Friday between the hours of 8am and 8pm, however the flexibility to work outside these hours is essential, and weekend cover may be required. This role is full time office based.