Customer Service Operations Manager

JR United Kingdom; Stoke-on-Trent; On-site; GBP 60,000 - 65,000; Full time

Job summary

A leading staffing firm seeks a Customer Service Operations Manager in Stoke-on-Trent to lead a team of managers and BPO vendors towards enhanced customer satisfaction. This strategic leadership role requires experience in managing operations in a contact center environment, focusing on data-driven process improvements and customer experience strategies.

Qualifications

• 2+ years of experience managing leaders in a contact center environment.
• Proven success in driving customer-centric operations.

Responsibilities

• Lead and mentor four managers overseeing internal and outsourced teams.
• Manage BPO vendors, track performance, and optimize service levels.

Skills

Leadership

Data Analysis

Process Optimization

Customer-Centric Operations

Salesforce

Job description

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Customer Service Operations Manager, stoke-on-trent

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Client:

Location:

stoke-on-trent, 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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