Customer Service Operations Manager

JR United Kingdom; Chelmsford; On-site; GBP 60,000 - 65,000; Full time

Job summary

A leading staffing firm is seeking a Customer Service Operations Manager in Chelmsford to lead a contact center team and manage vendor relationships. In this strategic role, you’ll drive performance improvements and enhance customer experience in a dynamic environment. Strong experience in managing teams and BPO operations is essential for success.

Qualifications

• 2+ years of experience managing leaders in a contact center.
• Proven success in customer-centric operations and BPO management.
• Experience with Salesforce and data analysis.

Responsibilities

• Lead and mentor four managers overseeing teams and BPO vendors.
• Drive performance and continuous improvement in customer service.
• Explore AI and automation to enhance operations.

Skills

Leadership

Customer Centricity

Data Analysis

Process Optimization

Salesforce

AI Tools

Job description

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Customer Service Operations Manager, chelmsford

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Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

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Job Description:

Customer Service Operations Manager

We’re looking for a strategic leader to oversee an onshore escalation team (~50 people) and global BPO vendors (~3,000 people). You’ll coach four managers, drive performance, and ensure a top-tier customer experience in a fast-paced contact center.

This role requires management time in the Oxford office

Pay range for this role includes a base of £60,000-65,000 plus a bonus structure

Key Responsibilities:

• Lead and mentor four managers overseeing internal and outsourced teams
• Strengthen leadership skills, boost team performance, and drive continuous improvement
• Manage BPO vendors, track performance, and optimize service levels
• Use data to improve processes, efficiency, and customer satisfaction
• Shape customers experience strategies, define KPIs, and collaborate with key teams
• Explore AI and automation to enhance operations and support global growth

What We’re Looking For:

• 2+ years of experience managing leaders and junior managers in a contact center environment
• Proven success in driving customer-centric operations and managing BPO vendor relationships
• Strong leadership presence, strategic mindset, and ability to enhance customer experience
• Experience with Salesforce or similar CRM platforms, data analysis, and process optimization
• Familiarity with AI tools and automation is a plus

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ProPivotal is an equal opportunity employer and considers qualified applicants for employment regardless of race, gender, gender identity, gender expression, age, color, religion, disability, veteran's status, sexual orientation, or any other protected factor.