Senior Contact Centre Operations Leader

Arvato; Swansea; Presencial; GBP 52.000 - 68.000; 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

Arvato in Swansea is seeking an Operations Manager to lead performance in a fast-paced contact centre. You will manage Team Managers to drive customer, people and regulatory outcomes, aligning with client priorities and internal support teams.

You'll use data and insights to identify issues, coach leaders, and implement improvements that boost efficiency, quality and customer experience while ensuring compliance and contractual obligations are met.

Formación

• Experience in fast-paced contact centre leadership.
• Proven ability to develop Team Managers and improve people performance.
• Experience operating in FCA-regulated environments with compliant outcomes.

Responsabilidades

• Lead operational performance through Team Managers to deliver KPIs, SLAs and quality targets.
• Collaborate with Workforce Planning, Quality & Training and Operational Support to translate plans into results.
• Drive continuous improvement using data, insights and root-cause analysis.
• Develop client relationships and ensure regulatory and contractual requirements are embedded in delivery.
• Guide change initiatives and ensure teams adopt new processes and technologies.

Descripción del empleo

Arvato in Swansea is seeking an Operations Manager to lead performance in a fast-paced contact centre. You will manage Team Managers to drive customer, people and regulatory outcomes, aligning with client priorities and internal support teams.

You'll use data and insights to identify issues, coach leaders, and implement improvements that boost efficiency, quality and customer experience while ensuring compliance and contractual obligations are met.