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Operations Manager

Job Posted: 14 days ago

Salary: £ Competitive
Job Type: Permanent
Location: OX16, Banbury, Oxfordshire

Expire in: 13 days

Job Description

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

Before You Apply

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Bank details.
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