Contact Centre Operations Manager

Right International; United Kingdom; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking organization as a Contact Centre Operations Manager, where your leadership will drive exceptional customer service and operational efficiency. In this pivotal role, you will oversee a dynamic team, ensuring key performance indicators are met while fostering a culture of continuous improvement. This is an exciting opportunity to make a real impact in a customer-focused environment, enhancing the overall customer experience and contributing to the success of the organization. If you are passionate about leading high-performing teams and delivering operational excellence, this role is perfect for you.

Benefits

Private Medical Insurance

Pension Scheme

Performance-based Bonus

Collaborative Work Culture

Qualifications

• Proven experience as a Contact Centre Operations Manager.
• Strong leadership and people management skills.

Responsibilities

• Lead daily operations of the contact centre ensuring excellent customer service.
• Manage and develop a team to achieve performance targets.

Skills

Leadership

Customer Service

Team Management

Operational Excellence

Problem-Solving

Communication Skills

Regulatory Compliance Knowledge

Education

Experience in Contact Centre Management

Experience in Insurance or Financial Services

Tools

Contact Centre Technologies

Reporting Tools

Job description

The Role:
We’re seeking an experienced and driven Contact Centre Operations Manager to lead and manage a dynamic contact centre team. In this role, you will take ownership of daily operations, ensuring the highest levels of customer service, operational efficiency, and team engagement. You’ll be responsible for overseeing the performance of a busy contact centre, ensuring KPIs and service standards are met while driving continuous improvement across processes and customer experience.

This is a fantastic opportunity to join a progressive and customer-focused organisation where you can make a real impact, supporting the business in delivering an exceptional service to clients.

Key Responsibilities:

• Lead the day-to-day operations of the contact centre, ensuring consistent delivery of excellent customer service.
• Manage, coach, and develop a team of Customer Service Representatives, Team Leaders, and Supervisors to achieve individual, team, and company performance targets.
• Monitor call centre performance metrics (KPIs/SLAs) and implement strategies for improvement where needed.
• Drive continuous improvement initiatives to enhance customer experience, efficiency, and operational workflows.
• Ensure compliance with company policies, regulatory requirements, and industry best practices.
• Act as a key point of contact for internal stakeholders, providing updates on operational performance and customer feedback.
• Manage resource planning, scheduling, and capacity forecasting to ensure optimal coverage across shifts.
• Handle escalated customer issues professionally and ensure timely resolution.
• Foster a positive and collaborative culture that promotes employee engagement, motivation, and retention.
• Proven experience as a Contact Centre / Call Centre Operations Manager, preferably within insurance, financial services, or similar customer service-driven industries.
• Strong leadership and people management skills, with experience developing high-performing teams.
• Demonstrated success in delivering operational excellence in a fast-paced, high-volume environment.
• Excellent understanding of contact centre technologies, reporting tools, and performance metrics.
• Outstanding communication, problem-solving, and decision-making skills.
• Customer-centric approach with a focus on enhancing customer satisfaction and experience.
• Ability to manage multiple priorities, lead change, and drive process improvements.
• Knowledge of regulatory compliance (FCA/Insurance) is neccessary.

What will you get?

• Opportunity to make a significant impact in a leadership role with a growing organisation.
• Collaborative, supportive, and inclusive work culture.
• Competitive salary and performance-based bonus.
• Comprehensive benefits package including private medical insurance, pension scheme, and more.
• Hybrid working arrangement promoting work-life balance.