Senior Multi-Site Contact Centre Operations Lead

CCMA - Call Centre Management Association; Liverpool; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Management & Leadership training

Job summary

Reed in Partnership is seeking a Contact Centre Senior Operations Manager to lead Programme Support Services across multiple sites, delivering strategic and operational leadership for a high-performing contact centre. You will shape long-term vision, drive efficiency, and build capability to support growth.

You will develop a strong management team, foster continuous improvement, and ensure exceptional customer experiences while balancing contractual and commercial objectives.

Qualifications

• Extensive experience leading call centre operations across multiple sites.
• Experience designing and delivering operational processes at scale.
• Minimum two A-Levels or equivalent Level 3 Diploma.
• GCSE English Language at grade B or equivalent.

Responsibilities

• Develop and implement a multi-year contact centre strategy aligned to organisational objectives.
• Lead workforce planning and capacity modelling for current and future contracts.
• Ensure operational readiness for mobilisation and delivery of new contracts.
• Drive continuous improvement through data, insight and forecasting.
• Mentor and develop future operational leaders within the PSS function.
• Balance customer experience with contractual and commercial performance.
• Manage budgets and expenditure for the function.

Skills

Team management

Senior leadership

Contract delivery

Workforce planning

Data analysis

Change management

Stakeholder management

Budget management

Travel willingness

Education

A-Levels

Level 3 Diploma

GCSE English B

Tools

Administration skills

IT/computer skills

Spreadsheet literacy

Job description

Reed in Partnership is seeking a Contact Centre Senior Operations Manager to lead Programme Support Services across multiple sites, delivering strategic and operational leadership for a high-performing contact centre. You will shape long-term vision, drive efficiency, and build capability to support growth.

You will develop a strong management team, foster continuous improvement, and ensure exceptional customer experiences while balancing contractual and commercial objectives.