Senior Contact Centre Manager

Senior Operations Manager – Contact Centre

6-Month Fixed Term Contract – Maternity Cover

Salary: £60,000

Hybrid: 2–3 days per week in the office

35 hours per week

SF Partners are exclusively partnering with a fantastic business for an experienced Senior Operations Manager to join a large, performance-driven contact centre operation on a 6-month FTC.

We are looking for someone who can quickly understand the operation, get underneath the data and identify where improvements can be made – then work through their management team to deliver a genuine and sustainable step change in performance.

You'll be joining an established organisation at an exciting point in its journey, with ambitious plans for the future. You'll have the opportunity to make a visible impact while leading an operation that supports customers who can often be experiencing difficult and vulnerable circumstances.

The Role

Reporting into the Senior Operations Manager, you'll take responsibility for a key area of the customer acquisition operation, leading through approximately 4–6 Team Managers.

The operation supports customers from their initial enquiry through assessment and into the most appropriate solution for their circumstances, across both telephone and digital channels.

You'll have responsibility for driving operational performance, ensuring KPIs are achieved and using data and insight to understand what's working, where performance can improve and what action needs to be taken.

Key responsibilities will include:

• Leading, coaching and developing a team of operational Team Managers
• Driving performance across a large-scale contact centre/customer operation
• Taking ownership of operational KPIs and ensuring managers understand and deliver against expectations
• Using MI and data to identify trends, performance gaps and opportunities for improvement
• Driving improvements across the customer acquisition and conversion journey
• Developing and implementing performance improvement initiatives
• Ensuring improvements are sustainable and embedded within the operation
• Supporting forecasting, resource and operational planning
• Monitoring customer demand and ensuring resources are aligned appropriately
• Working across telephone and digital customer journeys
• Balancing commercial performance with quality and positive customer outcomes
• Supporting continuous improvement and wider business change
• Building strong relationships with senior stakeholders and other areas of the business

We're looking for an established contact centre/customer operations leader who can demonstrate where they have personally made a measurable difference to operational performance.

You'll ideally have:

• Experience leading a large, KPI and performance-driven contact centre or customer operation
• Previous experience managing through Team Managers/people managers
• Strong commercial awareness and confidence working with operational data and MI
• A clear understanding of KPIs, performance management and the levers that drive contact centre performance
• Evidence of delivering measurable and sustained performance improvements
• Experience within an acquisition, conversion or similarly performance-led customer environment
• Strong forecasting, resource planning and operational planning experience
• The ability to quickly understand a new operation and identify where improvements can be made
• Strong leadership and stakeholder-management skills
• The confidence to challenge existing ways of working and implement change
• A customer-focused approach, with the ability to balance performance with delivering the right outcomes
• Experience within financial services, banking, building societies, consumer finance, debt, collections or another regulated environment would be beneficial, but isn't essential.
• We're equally interested in speaking with strong contact centre leaders from other sectors who can demonstrate the right scale, leadership capability and track record of improving performance.

Looking for someone to start as soon as possible

Interested?

If you're an experienced contact centre leader who enjoys getting underneath the numbers, developing managers and making a measurable difference to operational performance, we'd be keen to hear from you.

This would particularly suit someone who can hit the ground running, quickly build credibility with an established team and demonstrate real impact within a 6 month assignment.