Operations & Performance Manager (Full Time)

Operations \& Performance Manager

Tima Contact Centre \| Sutton (Office\-based)
£38,000 – £45,000 \+ performance bonus (£50K–£60K OTE)

About Us

Tima is a specialist contact centre supporting the health, fitness and wellness sector. We work with over 40 clients across the UK, delivering sales, engagement, and operational support to help them grow.

We’re a small, high\-performing team with big ambitions — currently turning over \~£500K with plans to double in the next 12 months through new client acquisition and investment in technology.

This is a key hire for us.

The Role

We’re looking for an Operations \& Performance Manager to take ownership of the day\-to\-day running of the business.

This is not a corporate role. You’ll be hands\-on, commercially aware, and responsible for ensuring the operation runs efficiently, the team performs, and clients get consistently great results.

You’ll work directly with the Director, who is focused on growth and new business — giving you real ownership of delivery and performance.

What You’ll Be Responsible For Operations \& Efficiency

• Oversee the day\-to\-day running of the contact centre


• Ensure campaigns are delivered efficiently, on time and to a high standard


• Identify and implement improvements to increase productivity and reduce waste


• Help shape processes as we scale

Team Leadership

• Manage, motivate and organise a team of 9 agents


• Lead performance management (including addressing underperformance)


• Build a positive, accountable team culture


• Own recruitment and onboarding of new staff as we grow

Commercial Performance

• Take a commercial view of operations — not just “getting the job done”


• Identify opportunities to improve client outcomes (conversion rates, engagement, retention)


• Work with the Director on operational strategies that drive growth and profitability


• Contribute to how we scale the business over the next 12–24 months

Leadership Collaboration

• Work closely with existing senior team (Account Manager \& Quality Manager)


• Align delivery, quality and client expectations


• Act as the key operational link between strategy and execution

What We’re Looking For

We’re less interested in job titles and more interested in mindset.

You’ll likely:

• Have experience managing teams in a call centre / service / sales environment


• Be comfortable holding people accountable and having performance conversations


• Be commercially aware — you understand that efficiency and results matter


• Be hands\-on and proactive — you don’t wait to be told what to do


• Want more ownership than your current role gives you

This Role Is NOT For Someone Who:

• Prefers a highly structured corporate environment


• Avoids difficult conversations with staff


• Wants to “manage” rather than improve and drive performance

Salary \& Progression

• £38,000 – £45,000 base salary


• Performance\-related bonus (OTE £50K–£60K)


• Real opportunity to grow into a senior operational leadership role as the business scales

Why This Role?

If you’re looking for a role where you can genuinely own the operation, influence growth, and make a visible impact, this is it.

You’ll be joining at a key point in our journey — with the chance to help shape how the business operates as we scale.

Pay: £38,000\.00\-£45,000\.00 per year

Benefits:

• Casual dress


• Free fitness classes


• Free parking


• Gym membership


• On\-site parking

Ability to commute/relocate:

• Sutton SM2 5DA: reliably commute or plan to relocate before starting work (required)

Experience:

• Management: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

This listing is from indeed. View original listing ↗