Call Center Operations Manager / Manchester / Fintech

ZipRecruiter; Manchester; Hybrid; GBP 60,000 - 69,000; Full time

Job summary

An innovative company is looking for a dynamic Call Center Operations Manager to lead their global, 24/7 omni-channel contact center. With an impressive growth trajectory, this role offers the opportunity to shape a talented customer service team across multiple regions. You will drive high-performance teams, manage client relationships, and oversee workforce planning and transformation projects. This is a chance to make a significant impact in a fast-paced environment while enjoying a hybrid work model, competitive salary, and various perks including a wellness budget and private medical insurance.

Benefits

20% Bonus

£1000 Training Budget

Private Medical Insurance

Wellness Budget

Learning and Development Opportunities

Hybrid Work Model

Qualifications

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

Responsibilities

• Lead strategic operations across voice, chat, email, and social channels.
• Manage global client relationships and ensure SLA/KPI success.

Skills

Contact Center Leadership

Client Management

Omni-channel Technology

Team Development

Transformation Experience

Tools

Zendesk

Talkdesk

Job description

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 clients global, 24/7 omni-channel contact center, spanning the UK, Mexico, Uganda, Singapore, and the Philippines. Having achieved 500% growth last year and are aiming to grow another 300% this year, these guys have no intention of slowing down!

This is a brand-new role to help support the Vice President of Customer Support ultimately train, support and develop their amazing customer service team. With a team of 40 in the UK and nearly double that globally, there is plenty of chance for you to make your mark on the future of this team!

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 transformation projects across digital enhancements and process optimisation.

Who You Are:

• 7+ years in contact/call center leadership (3+ at senior level).
• Expert in global operations, BPO, or financial services.
• Skilled in client management, omni-channel tech, and team development.
• Ambitious and collaborative whilst also able to be direct to initiate change.
• Bonus points for transformation experience and tools like Zendesk and Talkdesk!

What you’ll get:

• £60,000 salary
• 20% bonus
• £1000 training budget
• Hybrid work to their brand new Altrincham office
• Learning and development opportunities including classes
• Private medical insurance
• Wellness budget and more!

Keen to learn more? Or know someone that this might suit? Send a copy of your/their CV over to [e-mail] or apply below