Customer Service Operations Manager

JR United Kingdom; Kingston upon Hull; On-site; GBP 60,000 - 65,000; Full time

Job summary

A leading company in the staffing industry seeks a Customer Service Operations Manager to lead an onshore escalation team and manage global BPO vendors. The role entails coaching managers, driving team performance, and enhancing customer experience through strategic initiatives. Ideal candidates will have experience in contact center environments and a proven track record of operational excellence.

Qualifications

• 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.
• Experience with Salesforce or similar CRM platforms and data analysis.

Responsibilities

• Lead and mentor four managers overseeing internal and outsourced teams.
• Manage BPO vendors, track performance, and optimize service levels.
• Explore AI and automation to enhance operations and support global growth.

Skills

Leadership

Data Analysis

Customer Centric Operations

Process Optimization

Familiarity with AI Tools

Salesforce

Coaching

Job description

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Customer Service Operations Manager, kingston upon hull, east yorkshire

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Client:

Location:

kingston upon hull, east yorkshire, 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

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