Hybrid Contact Center Operations Manager – KPI & Compliance

ArvatoConnect; Swansea; Híbrido; GBP 47.000 - 57.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discretionary Annual Bonus

Flexible Enhanced Family Leave Pay

Generous Holiday Entitlement

Pension Scheme

Life Insurance

24/7 Health and Wellbeing Support

Exclusive Discounts and Offers

Vodaphone Discount

Descripción de la vacante

ArvatoConnect in Swansea is seeking an Operations Manager to lead delivery across a fast-paced contact centre, reporting to the Senior Operations Manager and guiding Team Managers to achieve customer, client and business outcomes.

You will work closely with Workforce Planning, Quality & Training, and Operational Support to align priorities and deliver results in a regulated environment. Hybrid working includes a minimum of three days onsite per week with occasional travel as needed.

Formación

• Experience leading through Team Managers in a fast-paced contact centre.
• Experience in FCA-regulated environments and compliant customer outcomes.
• Proven ability to manage performance via KPIs, SLAs and data insights.
• Strong client/stakeholder management and clear performance reporting.
• Change management and implementing new initiatives.

Responsabilidades

• Lead operational performance across a fast-paced contact centre, via Team Managers.
• Ensure KPIs, SLAs, quality measures and contractual requirements are met.
• Develop Team Managers and build capability and accountability.
• Drive improvements using data, insights and root-cause analysis.
• Coordinate with client and internal teams to translate plans into results.

Conocimientos

Operations management

Team leadership

FCA regulation experience

KPI / SLA management

Stakeholder management

Data analysis

Descripción del empleo

ArvatoConnect in Swansea is seeking an Operations Manager to lead delivery across a fast-paced contact centre, reporting to the Senior Operations Manager and guiding Team Managers to achieve customer, client and business outcomes.

You will work closely with Workforce Planning, Quality & Training, and Operational Support to align priorities and deliver results in a regulated environment. Hybrid working includes a minimum of three days onsite per week with occasional travel as needed.