Job Description
Customer Service Operations Manager
We’re looking for a strategic leader to oversee an onshore escalation team (~50 people) and global BPO vendors (~3,000 people). You’ll coach four managers, drive performance, and ensure a top-tier customer experience in a fast-paced contact center.
This role requires management time in the Oxford office
Pay for this role includes a base of £60-65K plus a bonus structure
Key Responsibilities:
* Lead and mentor four managers overseeing internal and outsourced teams
* Strengthen leadership skills, boost team performance, and drive continuous improvement
* Manage BPO vendors, track performance, and optimize service levels
* Use data to improve processes, efficiency, and customer satisfaction
* Shape customers experience strategies, define KPIs, and collaborate with key teams
* Explore AI and automation to enhance operations and support global growth
What We’re Looking For:
1. 2+ years of experience managing leaders and junior managers in a contact center environment
2. Proven success in driving customer-centric operations and managing BPO vendor relationships
3. Strong leadership presence, strategic mindset, and ability to enhance customer experience
4. Experience with Salesforce or similar CR...