Operations Manager

Nigel Wright Recruitment; Newcastle upon Tyne; On-site; GBP 50,000 - 70,000; Full time

Job summary

A recruitment agency is seeking an experienced Operations Manager in Newcastle upon Tyne to lead their Customer Service function within a fast-paced contact centre. The ideal candidate will have strong leadership skills, proven experience managing large teams, and a customer-focused mindset. Responsibilities include driving performance, coaching teams, and fostering a high-performing culture. Strong analytical skills and the ability to work under pressure are essential for success in this dynamic environment.

Qualifications

• Strong leadership experience within a contact centre.
• Proven track record managing teams of 30+ people.
• Excellent coaching, communication, and people development skills.
• Confident working with data and operational performance metrics.
• Calm, decisive, and able to lead effectively under pressure.

Responsibilities

• Lead day to day customer service operations to hit targets.
• Coach and develop Team Leaders and frontline teams.
• Use data to drive performance and improve customer outcomes.
• Build a positive, high performing team culture.
• Work closely with Quality, Training, and HR.
• Support continuous improvement initiatives.

Skills

Leadership experience

Coaching skills

Communication skills

Data analysis

Customer focused mindset

Job description

Overview

About the Role

We\'re delighted to be supporting our client, a fast paced, customer focused contact centre, as they look to recruit an experienced Operations Manager to lead their Customer Service function. This role is ideal for a hands on leader who thrives in a dynamic environment and knows how to get the best from people.

Responsibilities

• Lead day to day customer service operations to hit service, quality, and productivity targets
• Coach and develop Team Leaders and frontline teams
• Use real time and historical data to drive performance and improve customer outcomes
• Build a positive, high performing team culture
• Work closely with Quality, Training, Workforce Planning, and HR
• Support continuous improvement initiatives and operational change
• Provide clear reporting and escalations to senior leadership

What We\'re Looking For

• Strong leadership experience within a contact centre
• Proven track record managing teams of 30+ people
• Excellent coaching, communication, and people development skills
• Confident working with data and operational performance metrics
• Calm, decisive, and able to lead effectively under pressure
• Customer focused mindset with a drive for results and continuous improvement

Desirable Experience

• Managing Team Leaders
• Knowledge of WFM and scheduling tools
• Experience delivering change or operational transformation
• Familiarity with CRM and contact centre systems