Contact Centre Operations Manager

Arvato; Swansea; On-site; GBP 52,000 - 68,000; Full time

Benefits offered by this job

Discretionary Annual Bonus

Flexible Enhanced Family Leave Pay

Generous Holiday Entitlement

Pension Scheme

Life Insurance

24/7 Health and Wellbeing Support

Exclusive Discounts and Offers

Vodaphone Discount

Job summary

Arvato in Swansea is seeking an Operations Manager to lead performance in a fast-paced contact centre. You will manage Team Managers to drive customer, people and regulatory outcomes, aligning with client priorities and internal support teams.

You'll use data and insights to identify issues, coach leaders, and implement improvements that boost efficiency, quality and customer experience while ensuring compliance and contractual obligations are met.

Qualifications

• Experience in fast-paced contact centre leadership.
• Proven ability to develop Team Managers and improve people performance.
• Experience operating in FCA-regulated environments with compliant outcomes.

Responsibilities

• Lead operational performance through Team Managers to deliver KPIs, SLAs and quality targets.
• Collaborate with Workforce Planning, Quality & Training and Operational Support to translate plans into results.
• Drive continuous improvement using data, insights and root-cause analysis.
• Develop client relationships and ensure regulatory and contractual requirements are embedded in delivery.
• Guide change initiatives and ensure teams adopt new processes and technologies.

Job description

The Role

As Operations Manager, you’ll play a key role in the effective delivery of the operational performance across a fast-paced contact centre environment, leading through your Team Managers to deliver consistently strong customer, people, commercial and regulatory outcomes.

Reporting to the Senior Operations Manager, you’ll be responsible for leading operational performance through your Team Managers, ensuring our people, processes and priorities come together to deliver strong customer, client and business outcomes.

You’ll work closely with the client and teams including Workforce Planning, Quality & Training and Operational Support, ensuring priorities are aligned and operational plans translate into results.

Your Impact:

• Ensure efficient operational delivery, ensuring KPIs, SLAs, quality measures and contractual requirements are achieved.
• Lead and develop Team Managers, setting clear expectations and building capability and accountability across their teams.
• Drive performance improvement, using operational data, customer insight and root cause analysis to identify issues and ensure appropriate action is taken.
• Support a strong client relationship, working closely with the Senior Operations Manager and client stakeholders to understand priorities, respond to operational requirements and deliver agreed outcomes.
• Ensure regulatory and quality requirements are embedded within operational delivery, supporting compliant and positive customer outcomes.
• Drive continuous improvement across customer journeys, processes and ways of working, identifying opportunities to improve quality, efficiency and customer experience.
• Lead the operational implementation of change, helping teams successfully adopt new initiatives, technologies and ways of working.
• Work collaboratively across specialist functions, including Workforce Planning, Quality & Training and Continuous Improvement, to ensure operational requirements are understood and delivered.
• Manage performance with commercial awareness, understanding how operational decisions and performance contribute to the wider objectives of the account.
• Develop capability and succession within the operation, ensuring Team Managers and their teams are equipped to meet both current and future requirements.

What Success Looks Like:

• Consistent achievement of operational KPIs, SLAs, quality standards, contractual obligations and commercial targets.
• An operation that delivers strong, compliant customer outcomes and responds quickly when performance or quality begins to move off track.
• Team Managers who understand what is expected of them, take ownership of performance and are actively coached and developed to strengthen their capability.
• Performance decisions driven by data and insight, with underlying issues identified and actions followed through to resolution rather than simply treating symptoms.
• A strong and credible client relationship, supported by accurate reporting, clear communication and confidence in operational delivery.
• Continuous improvement embedded into the operation, with opportunities to improve customer experience, quality, efficiency and ways of working actively identified and progressed.
• Effective succession planning and talent management, creating the capability required to support current and future operational needs.
• Change and new initiatives implemented effectively while maintaining operational performance and customer outcomes.

What We’re Looking For:

Minimum criteria

• Strong demonstratable experience operating as a Operations Manager, or equivalent senior operational leadership level, within a fast-paced contact centre environment.
• Demonstrable experience leading through Team Managers, with responsibility for developing leadership capability and improving operational and people performance.
• Demonstratable experience operating within an FCA-regulated environment, with a strong understanding of regulatory requirements and the importance of delivering compliant customer outcomes.
• Strong experience managing operational performance through KPIs, SLAs, quality measures and customer insight, using data to identify trends, diagnose performance issues and inform action.
• Demonstrable client and stakeholder management experience, with the confidence to lead operational discussions, communicate performance clearly and build credible relationships.
• Strong analytical and problem-solving capability, with experience using root cause analysis and performance insight to turn operational challenges into practical improvement.
• Experience leading teams through operational change and implementing new initiatives or ways of working.
• Strong communication, planning and organisational skills, with the ability to manage competing priorities within a fast-paced environment.
• A strong coaching and development approach, with evidence of building capability, accountability and succession within operational teams.

Benefits Include:

• Discretionary Annual Bonus – recognising and rewarding your individual contribution to the company’s success.
• Flexible Enhanced Family Leave Pay - We offer eligible employees the option to spread their enhanced maternity, adoption, or shared parental leave pay evenly across their leave period. This means you can avoid months without pay at the end of your leave, giving you greater financial stability and peace of mind while you focus on your family.
• Generous Holiday Entitlement – 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.
• Pension Scheme – 4% employee contribution matched by the company.
• Life Insurance – coverage of 4x your basic salary, offering peace of mind for you and your loved ones.
• 24/7 Health and Wellbeing Support – access to virtual GP, mental health services, fitness programmes, and more through our WeCare platform.
• Exclusive Discounts and Offers – enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.
• Vodaphone Discount - Receive up to 15% off pay monthly plans for you and up to five friends or family members. Offers include access to the latest handsets and are available to new Vodafone customers or existing customers at the end of their contract.

If you’re passionate about developing people, using insight to improve performance and creating consistently strong customer outcomes, we’d love to hear from you.

Diversity & Inclusion Statement:

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.