Operations Manager

Job description

#internal #LI-DNI Operations Manager - Contact Centre. Permanent: Grade 6 - £54,495- £64,811: Consultation grade - subject to formal evaluation under the Pay Equity Review Working 36.5 hours per week: We are seeking an experienced and strategic Contact Centre Operations Manager to lead operational delivery while building strong, trusted relationships with key internal and external stakeholders. This is a senior leadership role with accountability for performance, customer experience, and service relationships, and continuous improvement across a large‑scale contact centre operation. You will act as a senior point of contact, ensuring services are delivered safely, efficiently, and in line with agreed standards, SLA requirements, and organisational values. Key Responsibilities: Operational Leadership: - Provide strategic and operational leadership across contact centre operations, ensuring consistent delivery against KPIs, SLAs, and customer experience measures - Lead Contact Centre Managers and team leaders, creating a high‑performance and inclusive culture - Ensure compliance with data protection, information security, regulatory, and governance requirements Relationship & Stakeho...