Operations Manager

Job Title: Contact Centre Operations Manager 
Location: Banbury (Office Based) 
Salary: (DOE) + Bonus 
Job Type: Full Time, Permanent 

About the Role 

We’re looking for an experienced Operations Manager to oversee multiple contact centre teams across sales and customer service campaigns. 

This is a hands-on role, managing performance through up to 10 Team Leaders, ensuring strong delivery across KPIs, customer experience, and operational efficiency. You’ll play a key role in driving results within a fast-paced, multi-client environment. 

Key Responsibilities 

• Manage and develop multiple teams through up to 10 Team Leaders  

• Own performance across KPIs, SLAs, quality and customer outcomes  

• Drive a strong balance between commercial performance and customer experience  

• Analyse MI and performance data to identify trends and improvements  

• Coach and support Team Leaders to maximise team performance  

• Work closely with clients, providing updates and performance insights  

• Support recruitment, onboarding and training of new staff  

• Ensure processes, compliance and quality standards are maintained  

• Assist with workforce planning and resource allocation  

• Support delivery of new campaigns and operational improvements  

Requirements 

• Proven experience in a Contact Centre Operations Manager (or similar) role  

• Experience managing multiple Team Leaders (ideally up to 8–10)  

• Strong commercial background and performance-driven mindset  

• Experience within sales and/or customer service contact centres  

• Track record of improving KPIs, productivity and team performance  

• Confident working with data, reporting and client communication  

Skills 

• Strong leadership and coaching ability  

• Customer-focused approach  

• Commercially aware and target-driven  

• Organised and able to manage multiple priorities  

• Confident communicator with strong stakeholder skills  

What You’ll Get 

• Competitive salary (DOE)  

• Performance bonus  

• Career progression within a growing business  

• Supportive, fast-paced working environment  

If you’re an experienced contact centre leader used to managing through Team Leaders and driving performance at scale, we’d love to hear from you.