Senior Contact Centre Operations Leader

Medical Protection Society; Leeds; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Discretionary bonus

Pension contribution

25 days annual leave

Private Medical Cover

Car Salary Sacrifice

Death in service 6x salary

Wellbeing support package

Hybrid working

Job summary

Medical Protection Society is seeking an experienced Operations contact centre manager to lead a high-performing, multi-channel team. You will ensure colleagues are equipped, engaged and supported to deliver outstanding member interactions.

You will drive service improvements using data, MI and performance insights to meet demanding targets, while shaping a culture of accountability, inclusion and continuous improvement across the contact centre.

Qualifications

• Proven leadership in a contact centre environment.
• Experience leading digital, multi-channel contact centres.
• Strong analytical skills using data/MI to drive improvements.
• Excellent communication and stakeholder management.

Responsibilities

• Lead, coach and develop a high-performing team within a busy multi-channel contact centre environment.
• Drive performance against service levels, quality standards, productivity measures and KPIs.
• Use data and performance insights to identify trends, improve processes and enhance member experience.
• Manage colleague performance through coaching, feedback and development planning.
• Champion continuous improvement, accountability, inclusion and operational excellence.
• Escalate complex member issues and ensure timely, high-quality outcomes.
• Support operational change, process improvements and digital transformation initiatives.
• Collaborate with stakeholders to improve service delivery and manage risks.

Skills

Contact centre leadership

Data-driven decision making

Stakeholder management

Performance coaching

Tools

BI tools

Job description

Medical Protection Society is seeking an experienced Operations contact centre manager to lead a high-performing, multi-channel team. You will ensure colleagues are equipped, engaged and supported to deliver outstanding member interactions.

You will drive service improvements using data, MI and performance insights to meet demanding targets, while shaping a culture of accountability, inclusion and continuous improvement across the contact centre.