Customer Service Operations Manager

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

Job summary

A leading staffing firm seeks a Customer Service Operations Manager to oversee operations in Coventry. This strategic role focuses on managing an escalation team and BPO vendors, driving performance, and ensuring exceptional customer experience in a fast-paced environment. Ideal candidates will have strong leadership skills and track record in contact center operations.

Qualifications

• 2+ years of experience managing leaders and junior managers in a contact center.
• Proven success in improving customer experience and BPO vendor management.
• Experience with data analysis and AI tools advantageous.

Responsibilities

• Lead and mentor four managers overseeing teams.
• Manage BPO vendors and optimize service levels.
• Drive continuous improvement and enhance customer satisfaction.

Skills

Leadership

Customer-centric operations

Data analysis

Process optimization

Tools

Salesforce

Job description

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Customer Service Operations Manager, coventry

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Client:

Location:

coventry, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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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

There are no costs for candidates utilizing our services as our clients pay for all related hiring fees. All ProPivotal job postings are either actual positions we had available at the time of posting and/or are representative of positions we typically fill or expect to fill. If you see a job that interests you, respond to the ad or give us a call so that we can help you find a job you'll love. As one of the area's largest staffing firms, we help 2,500 people find jobs a year so chances are good that we can help you too.

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.