Customer Service Operations Manager

ProPivotal; Oxford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading staffing firm is seeking a Customer Service Operations Manager to lead a large team in a fast-paced environment. You will enhance customer experience through strategic leadership and performance management while collaborating with global BPO vendors. Ideal candidates will have strong leadership and analytical skills, with a proven track record in a contact center environment.

Qualifications

• Minimum 2 years managing leaders in a contact center.
• Experience with BPO vendor relationships and customer service.
• Familiarity with AI tools and automation is a plus.

Responsibilities

• Lead and mentor four managers overseeing internal and outsourced teams.
• Manage BPO vendors and drive performance improvement.
• Develop strategies for enhancing customer experience.

Skills

Leadership

Strategic Mindset

Customer-Centric Operations

Data Analysis

Process Optimization

AI Tools Familiarity

Tools

Salesforce

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.

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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