Contact Centre Senior Operations Manager

CCMA - Call Centre Management Association; Liverpool; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Management & Leadership training

Job summary

Reed in Partnership is seeking a Contact Centre Senior Operations Manager to lead Programme Support Services across multiple sites, delivering strategic and operational leadership for a high-performing contact centre. You will shape long-term vision, drive efficiency, and build capability to support growth.

You will develop a strong management team, foster continuous improvement, and ensure exceptional customer experiences while balancing contractual and commercial objectives.

Qualifications

• Extensive experience leading call centre operations across multiple sites.
• Experience designing and delivering operational processes at scale.
• Minimum two A-Levels or equivalent Level 3 Diploma.
• GCSE English Language at grade B or equivalent.

Responsibilities

• Develop and implement a multi-year contact centre strategy aligned to organisational objectives.
• Lead workforce planning and capacity modelling for current and future contracts.
• Ensure operational readiness for mobilisation and delivery of new contracts.
• Drive continuous improvement through data, insight and forecasting.
• Mentor and develop future operational leaders within the PSS function.
• Balance customer experience with contractual and commercial performance.
• Manage budgets and expenditure for the function.

Skills

Team management

Senior leadership

Contract delivery

Workforce planning

Data analysis

Change management

Stakeholder management

Budget management

Travel willingness

Education

A-Levels

Level 3 Diploma

GCSE English B

Tools

Administration skills

IT/computer skills

Spreadsheet literacy

Job description

Reed in Partnership has been delivering public services since 1998. We are a British, family-owned company, whose mission has always been to positively transform people and their communities. This is reflected in our services, which we deliver to help people from all backgrounds and circumstances to change their lives for the better.

Pay Range

£40,000- £65,000

Working Hours/Pattern:

Full-time, although we would be happy to consider applicants who are looking to work on a part time basis. If you would like to explore this further please discuss this with the talent partner for this role. Please note our ability to accommodate flexible working arrangements will vary from role to role, dependent on business requirements.

Job Description

• Are you an experienced contact centre leader who can drive operational excellence while shaping the future growth and strategy of a multi-site function?
• Are you passionate about creating exceptional customer experiences and driving continuous improvement across large-scale contact centre operations?

Then consider the role of Contact Centre Senior Operations ManageratReed in Partnership!

Internal applications for this role close on04/08/2026

What is the role about?

The Contact Centre Senior Operations Manager is responsible for providing both strategic and operational leadership across Reed in Partnership’s contact centre function, known as Programme Support Services (PSS). The role is accountable for delivering high-quality, compliant and customer-focused services whilst developing the future capability, capacity and culture of the contact centre.

Working closely with senior leadership teams, the postholder will shape and implement the long-term vision for the service, ensuring it is scalable, efficient, technologically enabled and equipped to support future organisational growth. They will lead the development of a high-performing management team, foster a culture of continuous improvement and create clear progression pathways for colleagues.

Through effective leadership, operational excellence and strategic planning, the Contact Centre Senior Operations Manager will ensure outstanding customer experience, strong commercial performance and the successful achievement of contractual and organisational objectives. The role requires a balance of strategic thinking and operational delivery, with a focus on building sustainable capability and future leadership capacity across the function.

Just some of your day-to-day responsibilities will include:

• Develop and implement a multi-year contact centre strategy aligned to Reed in Partnership’s organisational objectives.
• Lead workforce planning and capacity modelling to support current contracts and future growth opportunities.
• Ensure the contact centre is operationally prepared for the mobilisation and delivery of new contracts.
• Identify and implement opportunities for service innovation, automation and digital transformation
• Identify, mentor and develop future operational leaders across the PSS function.
• Ensure Team Leaders and Managers receive structured leadership development and coaching
• Lead organisational change and support teams through periods of growth and transformation.
• Establish operational strategies that balance customer experience, colleague engagement, contractual performance and commercial performance
• Use data, insight and forecasting to inform decision-making and resource allocation.
• Drive continuous improvement initiatives that enhance efficiency, service quality and customer outcomes.
• Champion a customer-first culture across all contact centre operations.
• Design and continuously improve customer journeys to maximise accessibility and satisfaction.
• Collaborate with wider business functions on the implementation of systems and processes for new contracts.
• Monitor and manage expenditure, budgets and forecasting.

What’s in it for you?

A generous base salary (pro-rata for part time), and great flexibility with your working schedule, we offer training, development and progression opportunities. You will have access to the range of Reed in Partnership benefits, which include:

• 25 days annual leave (pro-rata for part time) plus statutory bank holidays
• Reed Pension Scheme
• Award Winning Management & Leadership training
• Professional & Personal Development Funds
• Bi-annual pay reviews
• Plus much more that can be foundon our website
• With the chance to dramatically make a difference to the local community, this role offers immense job satisfaction.

At Reed in Partnership, we live and breathe our values in every decision and action taken, resulting in a collaborative and enjoyable culture within our offices. Our company values - we are fair open and honest; we take ownership, and we work together.

To be successful in this role, we are looking for someone with:

• Extensive experience of team management, senior leadership and contract delivery within a call centre environment
• Experience and understanding of the design and implementation of complex operational processes across multiple teams.
• A minimum of 2 A-Levels or an equivalent Level 3 Diploma.
• GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification). OR achievement of a Level 2 in Literacy Assessment at interview stage.

Essential Criteria:

• Ability to lead, motivate and performance manage teams call centre environments.
• Demonstrable experience of developing and implementing operational or service strategies.
• Experience of leading organisational change, transformation or service growth.
• Proven ability to develop high-performing management teams.
• Experience of workforce planning and capacity modelling.
• Strong stakeholder management and influencing skills.
• Experience of driving continuous improvement through data and insight
• Ability to analyse performance data and trends to identify unusual issues or discrepancies and investigate and understand their cause, recommending any remedial action necessary.
• Technical skills include strong administration skills, good computer/technology skills, basic numeracy/spreadsheet skills and good written communication/record keeping skills.
• Exemplary written and verbal communication skills.
• Ability to absorb complex information quickly and present it in a way that can be understood by all levels within the business.
• Shows exceptional time keeping and organisational skills including the ability to work to deadlines.
• Demonstrates a high level of business and commercial awareness.
• Must be willing to travel as and when the business requires it.

Desirable Criteria:

• Experience of working on programmes targeting relevant disadvantaged groups in society
• Experience of contributing to the design and training of process requirements through the interrogation of contractual guidance and operational working methods
• Have an understanding of the contractual requirements in terms of evidencing performance, validation requirements across DWP and / or ESFA provision.
• Have an understanding of the delivery requirements and performance metrics associated with the delivery of the health and wellbeing services provision.
• Exposure and understanding of contractual requirements of at least DWP or ESFA provision.
• Technical skills include the ability to use technology to deliver results.
• Experience supporting bid, mobilisation or contract implementation activity.
• Experience operating within public sector commissioned services.
• Experience introducing technology or automation solutions within a contact centre environment.
• Experience leading multi-site contact centre operations.
• Fluency in community languages. Community languagesmay include Cantonese, Mandarin, Hindi, Urdu, Punjabi, Somali, Vietnamese, Dari, Yoruba, Turkish, French, Spanish, Albanian, Arabic, Bengali, Farsi,Gujerati, Polish, Serbian and Greek. (Dependent on programme).
• Degree or relevant qualification. Degree topicsmay include psychology, sociology, social care/science. Relevant qualifications would include Information Advice and Guidance NVQs, Brokerage Standard, Social Work qualifications or qualifications relating to work based learning with the specific client groups this role will involve. Level 3 or 4 NVQ would be of interest.

We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy or maternity. We offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.