Overview

Are you a confident people leader with a strong track record of delivering performance through Team Leaders and frontline teams? We are looking for an experienced Operations Manager to lead an established team of approximately 50 people within a fast-paced Contact Centre sales and service environment. This role will focus on driving a high-performance agenda, strengthening capability, improving consistency and helping teams deliver excellent customer, service outcomes.

About the role

In this role, you will lead an established area of approximately 50 people within the Contact Centre, working through Team Leaders to create a clear, consistent and accountable performance environment. You will set expectations, build confidence in your leaders and ensure the right coaching, routines and follow-through are in place to support strong day-to-day delivery.

The focus of the role is to strengthen performance across an existing operation. You will use data and insight to understand trends, identify barriers and agree practical actions that improve sales, service, quality, customer experience and operational outcomes. A key part of the role will be raising standards, embedding effective performance conversations and supporting teams to deliver consistently against agreed KPIs.

Working closely with internal stakeholders and key client contacts, you will contribute to operational updates, support service delivery and help identify opportunities for continuous improvement. You will be expected to bring structure, pace and credibility to the role, balancing commercial performance with a strong focus on people, engagement and customer experience.

This is an excellent opportunity for an ambitious operations leader: someone who can deliver sustained performance through an established team while continuing to build the leadership capability and confidence to take on broader responsibility as the business grows.

The role is based in one of Europe’s most progressive omni-channel customer experience centres. You will be joining an award-winning team and culture within a business experiencing significant growth and expansion.

Key responsibilities

Lead and develop an established team of approximately 50 people within the Contact Centre, leading Team Leaders and support structures to deliver consistent performance.
Drive a high-performance agenda across sales, service, quality, customer experience and operational KPIs.
Develop strong client stakeholder management to ensure the client understands the value and delivery capability of the team
Embed clear operating rhythms, performance routines and follow-through to support accountability and continuous improvement.
Coach and support Team Leaders to strengthen capability, confidence, performance management and team engagement.
Use data and insight to identify trends, understand root causes and implement practical action plans.
Raise standards across the team by creating clarity around expectations, behaviours, performance and customer outcomes.
Work with internal stakeholders and client contacts to support clear communication, service delivery and improvement planning.
Identify and develop future talent, supporting succession, progression and leadership capability across the operation.
Create a positive, engaged and performance-focused culture where people understand what good looks like and are supported to achieve it.

About you

You are an experienced contact centre leader who is comfortable leading, improving performance and developing people. You bring operational discipline, strong communication skills and the confidence to set standards, challenge constructively and support teams to deliver. You are commercially aware, people-focused and ready to grow into broader operational responsibility over time.

Proven experience in a Contact Centre Operations Manager role or similar multi-team leadership position.
Experience leading multiple teams or a larger advisor group, ideally around 50 people, through Team Leaders.
Strong track record of delivering sales, service, quality, customer experience and operational KPIs.
Confidence driving a high-performance culture through coaching, accountability and effective performance routines.
Strong people development, performance management and coaching capability.
Ability to interpret data, identify trends and turn insight into clear action.
Strong stakeholder and client relationship skills, with the ability to communicate clearly and credibly.
Commercially aware, with a passion for customer experience, continuous improvement and team engagement.
Ambitious, credible and ready to develop as a strong successor for broader operational leadership in the future.

We offer

Competitive salary tailored to suit the right candidate
Incremental annual leave based on tenure, up to 25 days.
Pension contribution and healthcare plan after 6 months.
Employee Assistance Programme.
Ongoing leadership development and training.
Career progression opportunities within a growing organisation.
The opportunity to lead an established team, drive a high-performance agenda and develop towards broader operational responsibility as the organisation grows.

Operations Manager

Benefits

Job Description