Senior Contact Centre Operations Lead

ArvatoConnect; Datchet; On-site; GBP 47,000 - 57,000; Full time

Benefits offered by this job

Discretionary annual bonus

Flexible family leave pay

25 days plus 8 holidays

Pension scheme

Life insurance 4x salary

Health & wellbeing support

MyRewards discounts

Vodafone discount

Job summary

ArvatoConnect in Datchet is seeking an Operations Manager to lead a customer-centred team and drive efficient, compliant operations for an FCA-regulated automotive client. You will collaborate with Resource Planning, Quality & Training, and Ops Support to meet SLA/KPI targets and deliver exceptional service.

The role focuses on coaching and developing Team Managers, aligning operations with business objectives, and embracing new technologies to improve customer outcomes.

Qualifications

• Proven experience leading fast-paced contact centre teams in FCA-regulated environments.
• Strong operational management and client-facing skills.
• Excellent communication, planning, and data-driven decision making.
• Proven ability to manage KPIs, SLAs, and performance frameworks.

Responsibilities

• Lead and develop a team to meet operational goals.
• Act as primary client contact and ensure compliant, high-quality service.
• Drive efficiency and enhance customer experience.
• Implement new technologies to add value.
• Support Quality Management and regulatory requirements.
• Maintain performance through KPI, SLA, and coaching.

Skills

Team leadership

Client facing

Regulatory FCA

Operational management

CRM systems (Genesys)

Data analysis

Stakeholder management

Project management

Tools

Genesys CRM

Job description

ArvatoConnect in Datchet is seeking an Operations Manager to lead a customer-centred team and drive efficient, compliant operations for an FCA-regulated automotive client. You will collaborate with Resource Planning, Quality & Training, and Ops Support to meet SLA/KPI targets and deliver exceptional service.

The role focuses on coaching and developing Team Managers, aligning operations with business objectives, and embracing new technologies to improve customer outcomes.