Customer Experience Operations Leader

CCMA - Call Centre Management Association; Glasgow; On-site; GBP 38,000 - 45,000; Full time

Benefits offered by this job

Salary £38,000 – £45,000 DOE

Bonus opportunity

30 days paid holiday, increasing with…

Enhanced maternity and paternity…

Enhanced company sick pay

Comprehensive training and support

Development and succession…

Recognition programme and loyalty…

Positive, people-focused working env

Job summary

Kura in Glasgow is seeking an experienced Customer Experience Leader to head a high-performing operations team within a major client project. You will shape delivery, coaching leaders, and ensuring the team delivers outstanding service while meeting commercial objectives.

This role requires a strong background in contact centre or BPO operations, a track record of KPI delivery, and the ability to build trusted client relationships while fostering a positive, growth-focused culture.

Qualifications

• Experience in contact centre or BPO operational management.
• Experience managing Team Managers and multi-layered teams.
• Proven track record of achieving KPIs and improving performance.
• Strong coaching and people leadership skills.
• Commercial awareness and financial management experience.
• Good understanding of resource planning and operational delivery.
• Strong client relationship skills.
• Solutions-focused approach aligned with company values.

Responsibilities

• Lead day-to-day operational delivery across a customer experience project.
• Ensure KPIs across service, quality, compliance, sales performance, customer satisfaction and delivery of hours.
• Build strong operational relationships with the client.
• Lead, coach and develop Operations Managers, Team Managers and Advisors.
• Create a positive, performance-led culture that supports engagement and reduces attrition.
• Work with HR, Resource Planning, Recruitment and Training to ensure the project is properly staffed and supported.
• Analyse performance and work with Continuous Improvement teams to deliver improvements.
• Support monthly and quarterly client reviews and executive reporting.

Skills

Contact centre management

People leadership

KPI driven

Coaching

Client relationship

Resource planning

Commercial awareness

Job description

Kura in Glasgow is seeking an experienced Customer Experience Leader to head a high-performing operations team within a major client project. You will shape delivery, coaching leaders, and ensuring the team delivers outstanding service while meeting commercial objectives.

This role requires a strong background in contact centre or BPO operations, a track record of KPI delivery, and the ability to build trusted client relationships while fostering a positive, growth-focused culture.