Contact Centre Operations Manager – up to £60,000
📍 Manchester – Hybrid
🕘 Full-Time | Permanent
We're on the lookout for an experienced Contact Centre Operations Manager to take the reins of a fast-paced, global, omni-channel contact centre operating 24/7 across multiple regions. If you're passionate about delivering world-class customer experiences and thrive in a dynamic, multinational environment, this could be the perfect opportunity for you.
What You'll Do
* Lead and develop high-performing teams across international sites
* Oversee outsourced partners, ensuring performance and compliance with SLAs and KPIs
* Drive continuous improvement initiatives and service transformation projects
* Manage key client relationships, acting as a senior point of contact for collaboration and performance reviews
* Ensure full compliance with financial services regulations and internal risk policies
* Champion a customer-first, inclusive culture across all touchpoints
What We're Looking For
* 5+ years of contact centre leadership experience, including global oversight
* Expertise in omni-channel operations and BPO partnerships
* Strong background in financial services and regulatory compliance
* Proven success in managing complex client relationships and operational performance
* Commercially minded with excellent communication and leadership skills
Bonus Points For
* Experience with contact centre transformation programs
* Familiarity with tools like Zendesk, Salesforce, Talkdesk, Power BI, or Tableau
* Multilingual or experience in multilingual environments
Why Join?
This is a chance to shape the future of a global customer service operation in a business that values innovation, inclusivity, and excellence. If you're ready to make an impact and lead with purpose, we’d love to hear from you.