Customer Service Operations Manager

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

Job summary

A leading company in staffing is seeking a Customer Service Operations Manager in Woking. The role involves overseeing an onshore escalation team and global BPO vendors to enhance customer experience and performance in a fast-paced contact center environment. Candidates should have a strategic mindset and proven success in managing customer-centric operations.

Qualifications

• 2+ years of experience in managing leaders and junior managers in a contact center environment.
• Proven success in driving customer-centric operations and managing BPO vendor relationships.
• Experience with data analysis and process optimization.

Responsibilities

• Lead and mentor four managers while overseeing internal and outsourced teams.
• Use data to improve processes and shape customer experience strategies.
• Manage BPO vendors and optimize service levels.

Skills

Leadership

Customer-centric operations

Data analysis

Tools

Salesforce

Job description

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Customer Service Operations Manager, woking

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Client:

Location:

woking, 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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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.