Call Center Operations Manager / Manchester / Fintech

JR United Kingdom; Manchester; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dynamic Call Center Operations Manager to lead their global, 24/7 omni-channel contact center. With a remarkable growth trajectory, this role offers the chance to shape a large customer service team and drive strategic operations across various communication channels. The position emphasizes client management and team development, providing ample opportunities for personal impact and professional growth. If you're passionate about delivering exceptional customer service and eager to drive transformation in a thriving environment, this opportunity is perfect for you.

Benefits

20% bonus

Hybrid work arrangement

Learning and development opportunities

Private medical insurance

Wellness budget

Qualifications

• 7+ years in contact/call center leadership, with at least 3 years in a senior role.
• Expertise in global operations, BPO, or financial services.

Responsibilities

• Lead strategic operations across voice, chat, email, and social channels.
• Drive high-performance teams and foster a customer-centric culture.

Skills

Contact Center Leadership

Client Management

Team Development

Omni-channel Technology

Digital Transformation

Tools

Zendesk

Talkdesk

Job description

Social network you want to login/join with:

Call Center Operations Manager / Manchester / Fintech, Manchester

Client:

Opus Recruitment Solutions

Location:

Manchester, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

4

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

Are you a seasoned leader with a passion for delivering exceptional customer service? Or are you looking for a role that will enable you to shape the teams that report into you?

If so, please read on! We’re seeking a dynamic Call Center Operations Manager to oversee our client’s global, 24/7 omni-channel contact center, spanning the UK, Mexico, Uganda, Singapore, and the Philippines. Having achieved 500% growth last year and aiming to grow another 300% this year, these guys have no intention of slowing down!

This is a brand-new role to support the Vice President of Customer Support, helping to train, support, and develop their customer service team. With a team of 40 in the UK and nearly double that globally, there is plenty of opportunity to make a significant impact!

What You’ll Do:

• Lead strategic operations across voice, chat, email, and social channels.
• Drive high-performance teams and foster a customer-centric culture.
• Manage global client relationships and ensure SLA/KPI success.
• Oversee workforce planning, transformation projects, and compliance in financial services.
• Assist in digital transformation initiatives and process optimization.

Who You Are:

• 7+ years in contact/call center leadership, with at least 3 years in a senior role.
• Expertise in global operations, BPO, or financial services.
• Skilled in client management, omni-channel technology, and team development.
• Ambitious, collaborative, and capable of initiating change with a direct approach.
• Bonus points for experience in transformation projects and familiarity with tools like Zendesk and Talkdesk!

What You’ll Get:

• 20% bonus
• Hybrid work arrangement at their new Altrincham office
• Learning and development opportunities, including language classes
• Private medical insurance
• Wellness budget and more!

Keen to learn more? Or know someone who might be interested? Send your CV or theirs to [emailprotected] or apply below.