Contact Centre Operations Manager – Flexible Hours & Performance

Sopra Steria Limited; Killingworth Village; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service management company in the UK is seeking an experienced Business Operations Manager for their Newcastle office. In this pivotal role, you will oversee operations in a contact centre environment, ensuring efficiency and exceptional customer outcomes. You will lead teams, drive performance improvements, and maintain compliance with regulatory standards. The position offers competitive salary and numerous benefits including 25 days annual leave and health plans, along with flexibility in working arrangements.

Benefits

25 days annual leave

Health cash plan

Life assurance and pension

Qualifications

• Experienced in managing day-to-day operations and delivering process improvements.
• Committed to delivering excellent customer outcomes efficiently.
• Skilled at coaching, motivating, and developing teams.

Responsibilities

• Oversee day-to-day contact centre operations and monitor performance metrics.
• Identify and implement operational improvements.
• Drive a customer-first culture and ensure high satisfaction levels.
• Lead, coach, and develop teams through structured operational rhythms.
• Ensure compliance with legal, regulatory, and internal policies.

Skills

Operational focus

Customer focus

People leadership

Problem-solving and continuous improvement

Compliance and governance awareness

Job description

A leading service management company in the UK is seeking an experienced Business Operations Manager for their Newcastle office. In this pivotal role, you will oversee operations in a contact centre environment, ensuring efficiency and exceptional customer outcomes. You will lead teams, drive performance improvements, and maintain compliance with regulatory standards. The position offers competitive salary and numerous benefits including 25 days annual leave and health plans, along with flexibility in working arrangements.