Senior Operations Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the daily operations of large-scale contact centre activities.

• Supervise Team Leaders and monitor operational performance within extensive customer service teams.

• Cultivate relationships with key client stakeholders, acting as a reliable operational partner.

• Propel performance in alignment with KPIs, SLAs, quality metrics, and customer outcomes.

• Lead service initiation and ensure operational preparedness.

• Assist in workforce growth, service expansion, and transformation efforts.

• Evaluate operational performance data to uncover trends, risks, and opportunities for improvement.

• Foster employee engagement, oversee performance management, and support capability development.

• Collaborate with Quality, Training, Resource Planning, and Management Information teams.

• Advocate for continuous improvement, innovation, and customer excellence.

⛳️ Requirements

• Demonstrated experience in leading operations within a contact centre or customer service setting.

• Prior experience as an Operations Manager, preferably within large-scale service operations.

• Strong skills in stakeholder management and client interactions.

• Experience managing multi-channel customer contact environments, including voice, email, and digital platforms.

• Proven ability to manage large operational teams through Team Leaders and other management tiers.

• Comprehensive understanding of operational performance metrics, service delivery, and customer experience.

• Experience in high-volume, rapidly changing environments.

• Capability to lead teams through growth, change, and transformation initiatives.

• Strong commercial acumen and decision-making skills.

• Desirable: experience in public sector, government, regulated, or outsourced service environments.

• Desirable: experience in supporting digital transformation or operational change initiatives.

• Desirable: experience in scaling operations to meet fluctuating demand and service needs.

• Desirable: familiarity with mobilisation and service transition processes.

🏝️ Benefits

• 23 days of holiday, increasing to 27 days, with the option to purchase additional leave.

• Paid day off for volunteering with charity partners or a chosen cause.

• Automatic enrollment in the company pension scheme.

• Life insurance coverage.

• Cycle2work program.

• 15 weeks of fully paid maternity, adoption, and shared parental leave.

• Two weeks of paternity leave pay.

• Voluntary benefits including discounts for retail and social activities.

• Health and wellbeing benefits.

• Travel and technology perks.

• Access to Employee Network Groups.

• Opportunities for career development.

• Chance to acquire new skills and advance in your career.

• Recruitment adjustments and support for candidates with disabilities.