Viva Wallet is hiring a

Head of Operations- Outbound Telemarketing for a forward thinking B to B

Viva Wallet is looking for an exceptionally talented, bright and driven Head of Operations to plan, direct, and manage all Operations in our new Contact Centre, which will be an essential part of the group sales model along with a field sales team both covering the whole of the UK. The main lines of Operations will be Outbound calling for appointment setting for the field sales team and technical support lines for sales executives and clients during set up of Viva Wallet products / services.

The remit includes devising a winning outbound calling strategy, leading all relevant operation platform configurations, setting up the teams’ structure and the operating and performance management handbook, creating the quality framework, successfully launching the campaigns, and then, providing leadership and direction to the Operation management team and driving operational excellence by implementing and embedding a continuous improvement culture. The role reports to the Country Director.

As a member of the Management Team in Viva Wallet, you will be both a strategic and hands-on partner that provides full cycle contact centre operations leadership and every day management. The position is critical in meeting our business plan targets and you will have the opportunity to create the operations strategy and the implementation plan that best aligns with the business goals.

Working as part of a small, inclusive and forward thinking management team with in depth knowledge of Contact Centers and Field Sales, enabled by cutting edge contact centre technology and marketing highly competitive and innovative products / services in the financial sector, you will enjoy a high end base salary, pension and a variety of benefits. This is a fast growing, PE backed, highly ambitious financial products and services group that offer a stable, far reaching career path.

About Viva Wallet. Viva Wallet provides innovative acquiring and issuing services to businesses of any size, based on their individual needs. The company was founded in 2010 and has presence in the UK, Belgium, Romania, Greece, Cyprus. It is an entirely cloud-based licensed e-money institution for the provision of payment services in the 31 countries of the European Economic Area (EEA-31) and Principal Member of MasterCard and Visa for issuing and acquiring and a partner to leading global companies, such as Microsoft, Alipay, and PAX.

More specifically, as Head of Operations you will:

  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;
  • Identify and evaluate production, productivity, quality, and customer-service standards;
  • Contribute information and analysis to organizational strategic plans and reviews;
  • Evaluate and propose call center systems, plan and control implementations;
  • Lead and improve call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; managing process improvement and quality assurance programs
  • Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling and disciplining employees and administering scheduling systems;
  • Communicate job expectations; enforces policies and procedures, monitors, appraises and reviews job contributions and compensations;
  • Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions and meeting targets;
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends;
  • Maintain professional and technical knowledge by tracking emerging trends in call center operations management; and bench marking state-of-the-art practices;
  • Accomplish organization goals by accepting ownership for accomplishing new and different requests and by exploring opportunities to add value to job accomplishments;


To be considered you should have:

  • 5 years previous experience working as a Director / Head of Ops in B to B Outbound Telemarketing Operations in the Financial Industry. Payment services experience will be a significant plus;
  • In depth knowledge of the full cycle of Outbound Telemarketing from lists evaluation to leads generation to appointment setting to sales over the phone;
  • Knowledge of the e payment services landscape in the UK.
  • Working experience with major operating platforms, outbound dialers, quality monitoring and WFM systems;
  • Previous instances of involvement in managerial role from the design phase of a Contact Centre;
  • Strong planning and organizational ability with demonstrated business knowledge;
  • Proven, demonstrable success track record in meeting outbound campaign targets;
  • Ability to demonstrate success in client satisfaction and engagement;
  • Showcases of problem solving and process improvement;
  • Strong knowledge of all people, performance and processes related aspects of contact centre operations;
  • Hands on experience in all contact centre operation related systems;
  • Advanced budgeting skills;
  • Excellent attention to detail and accuracy of information and language;
  • Excellent oral and written communication skills;;
  • Effective interpersonal and presentation skills;
  • Excellent numerical and analytical skills;
  • Excellent computer skills including Excel, Word and HR systems;
  • Self-motivated and able to work independently with limited support;
  • Thrive on working to tight deadlines and under pressure;


What’s in it for you?

At Viva Wallet, we believe in an open, transparent working environment that actively promotes ingenuity and team work. You’ll be joining a management team of highly experienced, innovative and dedicated people enabled with cutting edge contact centre technology. You will be fully trained and continuously supported. We are a stable, fast growing and highly ambitious group and the opportunities to learn new skills and develop in your career and grow as we grow are almost endless.

What’s on offer

Salary: £70,000 per year

Performance Bonus: TBD

Holidays: 30 days

Pension: scheme: 5% employer matched

Hours: 9 am – 5 pm Monday – Friday

Location: Milton Keynes (some travel may be occasionally required as field sales teams cover all of the UK)

Benefits: Access to a variety of voluntary benefit options

Contract type: Permanent following probation period

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