Head of Operations - Contact Center - TSOC

Mitie Cleaning & Hygiene Services; Greater Manchester; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading facilities management firm in Greater Manchester seeks a Head of Operations to lead and enhance service performance in a fast-paced contact centre. The successful candidate will leverage data analytics and foster a culture of excellence, managing a high-performing team while maintaining customer satisfaction. Key benefits include virtual GP services, flexible lifestyle benefits, and career development opportunities.

Benefits

Virtual GP services

Financial wellbeing assistance

Flexible lifestyle benefits

High street discounts

Cycle-to-work scheme

Life cover

Enhanced pension contributions

Share schemes

Employee recognition programs

Qualifications

• Extensive experience in a Customer Service environment.
• Senior management experience in complex stakeholder environments.
• Ability to develop a customer-focused culture.

Responsibilities

• Lead and develop a high-performing team.
• Optimize performance through data insights.
• Champion a customer-first approach.

Skills

Customer Service expertise

Analytical skills

Leadership

Stakeholder management

Strategic mindset

Job description

Better places, thriving communities.

Job Overview

The Head of Operations – TSOC is a key leadership role responsible for leading and implementing strategic initiatives to enhance service performance, customer satisfaction, and operational efficiency across 24/7, fast-paced contact centre operations. This role utilizes data analytics, AI integration, and leadership development to drive continuous improvement, foster innovation, and ensure exceptional customer experiences aligned with industry standards.

Key responsibilities include leading, managing, and developing a high-performing team; ensuring accountability for performance and professional growth; inspiring teams through integrity and exemplary leadership; fostering a culture of excellence, innovation, and continuous improvement; managing large, diverse teams; optimizing performance through data insights; maintaining compliance; and navigating complex challenges through workforce planning, crisis management, and stakeholder engagement.

Main Duties:

1. Leveraging dashboards and analytics platforms to monitor service performance, financial records, and customer satisfaction.
2. Enabling managers to interpret data effectively and use it to drive improvements.
3. Overseeing the integration of AI and automation to streamline workflows.
4. Establishing systematic plans and priorities to meet strategic objectives.
5. Collaborating cross-functionally to develop stakeholder-beneficial solutions.
6. Driving results by setting challenging goals and focusing on continuous improvement.
7. Building and maintaining strong relationships with stakeholders.
8. Championing a customer-first approach to ensure outstanding customer experience.
9. Communicating clearly and passionately, embracing change, and building momentum.
10. Deputizing for the Strategic Customer Director, providing leadership continuity.
11. Using data to inform resource planning and workflow optimization.
12. Managing and developing a high-performing team, fostering leadership development and succession planning.

What we are looking for:

1. Extensive experience in a Customer Service environment, leveraging analytics for performance monitoring and operational efficiency.
2. Senior management and leadership experience in complex stakeholder environments.
3. Proven ability to develop and sustain a customer-focused culture and build long-term partnerships.
4. Successful financial and commercial management experience.
5. Experience in leading and motivating high-performance teams.
6. A strategic and resilient professional mindset.

Benefits include virtual GP services, financial wellbeing assistance, flexible lifestyle benefits via Choices platform, high street discounts, cycle-to-work scheme, life cover, enhanced pension contributions, share schemes, and employee recognition programs. We prioritize career development and inclusivity, accommodating employees with disabilities or long-term conditions during recruitment.

Since 1987, Mitie has employed 76,000 people globally, providing facilities management and professional services to a diverse client base, including banking, government, hospitals, and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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