Kiel Watson
Sunderland,Tyne and Wear
Summary
- Operational Lead of up to 185 FTE
- Managed up to 18 Team Leaders, 2 Performance Coaches
- Multi-Lingual Operation Experienced
- Inbound, Outbound, Web Chat
- Responsible for Multi Million Pound Budgets and Targets
- Delivered growth from 0 FTE to 125 FTE across 3 Departments
- Strategic Partner Status- No Risk Audit Results
- UK CCF Manager of the Year 2019- Runner Up
Overview
21
21
years of professional experience
Work History
Sales Operations Manager
Soccarena- New Ferens Park
Durham, Tyne and Wear
09.2025 - Current
- Responsible for all business operations at the venue.
- 3k capacity stadia, 300 seated.
- Profit and loss of the venue.
- Generating revenue through commercial wins.
- Overall stadium and café maintenance and management.
- Budget Control
- Working towards regaining FIFA Pitch Certification.
- Experience dealing with football clubs from the Premier League down to Step 7 in the pyramid.
- Designing weekly and monthly programmes for the public
- Host of Russell Foster Youth League
- Planning and redeveloping venue.
- Innotative Strategies developed to increase ROI of internal unused space
Operations Manager
Inspired Outsourcing
Newcastle, Tyne and Wear
05.2024 - 09.2025
- Managing, coaching and developing 2 Team Manager's, 2 Quality Analysts
- 30 FTE, delivering Outbound Acquistion
- Part of the Senior Management Team
- Data Management- Analytics of data, Purchasing, Budget Management, Dialling Strategy implementation
- Responsible for all Sales Reporting and Delivery
- Hours and Budget Forecasting
- Monthly and Quarterly Business Review's conducted with Client
- Planning and recruitment in large volumes and under tight deadlines.
- Attrition and Absence Management
- Launching, developing and growing a relaunch campaign by 200% within first twelve months
- Channel Leading Results
- Responsible for delivering 7 Figure revenue results
- Developing new onboarding process to support New Hires
Operations Manager
Concentrix
Newcastle, Tyne and Wear
02.2021 - 05.2024
- Within Software Industry
- Outbound/Inbound and Customer Retentions (Phone and Chat)
- Responsible for Multi-million revenue target quarterly and CSAT scores
- 185+ head account
- Operations Manager to 18 Team Leaders
- Multi-Lingual Campaign (13 Languages)
- Productivity and ARPO projects introduced to drive revenue delivery
Operations Manager
ResQ
Seaham, County Durham
02.2017 - 01.2021
- Managing, coaching and developing 6 Team Manager's, 2 Performance Coaches
- 127 FTE, over three outbound and retention campaigns
- Data Management- Analytics of data, and project management around dialling strategy, support with new data sources
- Responsible for all Sales Reporting
- Hours and Budget Forecasting
- Monthly Business Review's conducted with Client
- Planning and recruitment in large volumes and tight deadlines
- Attrition and Absence Management
- Integral part of the growth of an Energy campaign which grew by 300% in three years
- Residential Outbound Operation was the biggest within outsourcer channel
- Awarded Strategic Partner Status and categorised as No Risk status on Audit results
- During the COVID-19 Pandemic, I successfully rolled out a WFH solution to three departments, with productivity achieving higher than BAU expectations
- UKCCF Manager of the Year 2019- National Award Runner Up
- ResQ Person of the Year 2017
Outbound Sales Manager
Parseq
Sunderland, Tyne and Wear
01.2010 - 01.2017
- Working in a vast array of contact centre positions including Outbound Sales Advisor, Performance Coach, Sales Trainer, and my last position from 2013 Outbound Sales Manager
- Coaching, developing, managing sales agents
- In April 2013, in a temporary role of Sales Trainer, I was assigned the duty of rolling out training for BT Sport and Inbound dialling for the first time for BT within the contact centre, I delivered this to 156 people in a three-week period and since then this has helped the business to sustain a positive commercial grow.
Sales Assistant
Joplings Department Store
Sunderland, Tyne and Wear
04.2005 - 05.2010
- Part Time role alongside my further education studies
- Customer Service, Stock Taking, Cash Handling, Department Replenishment and Merchandising
- Inducted on to the companies Health and Safety Committee
- Fire Safety Course qualified
Education
BA Honours - Business and Marketing Management
University of Sunderland
Sunderland2009
ASVCE Level in ICT C Certificate in Career Planning Level 2 Key Skill Working with Others Level -
City of Sunderland College
Sunderland2006
GCSEs -
Southmoor Academy
Sunderland2004
Skills
- Significant Experience in Senior Management
- Proven track record of retaining, and growing multi-million pound contracts
- Ability to deliver in a results-based environment
- Significant experience in operational management in Outbound, Inbound and Customer Service campaigns
- Over 15 years’ experience working in the B2C and B2B contact centre industries
- Advanced experience in Client interfacing roles and responsibilities including Bid Writing, Contract Renewals/Negotiations and Tender Process
- Delivering and Designing QBR, MBR and WBR's
- Budget Management
- People Centric and Company Value Management
- Worked within Moto-trade, Software, Telecoms, Energy, Engineering and Accountancy Sales Industries
- Troubleshooting
- Experienced in vocal or written presentations to large quantities of people
- Coaching and Developing Team Leaders
- Power BI and Workday specialist
- Noetica, Genesys, 3CX, Connex One, Vanilla Soft, Allego and Evaluagent experienced
- Salesloft, Salesforce and SAP trained
- University Graduate
References
References
Upon Request
Accomplishments
- UKCCF Manager of the Year 2019- National Award. Runner Up
- ResQ Person of the Year 2017
- ResQ Team Manager of the Year 2018
- ResQ Manager of the Year 2019, 2020- Runner Up
- Sunderland Echo Business Portfolio Awards 2008- Young Businessperson of the year runner up
Timeline
Sales Operations Manager
Soccarena- New Ferens Park
09.2025 - Current
Operations Manager
Inspired Outsourcing
05.2024 - 09.2025
Operations Manager
Concentrix
02.2021 - 05.2024
Operations Manager
ResQ
02.2017 - 01.2021
Outbound Sales Manager
Parseq
01.2010 - 01.2017
Sales Assistant
Joplings Department Store
04.2005 - 05.2010
GCSEs -
Southmoor Academy
ASVCE Level in ICT C Certificate in Career Planning Level 2 Key Skill Working with Others Level -
City of Sunderland College
BA Honours - Business and Marketing Management
University of Sunderland