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About the Role
We’re delighted to be supporting our client, a fast paced, customer focused contact centre, as they look to recruit an experienced Operations Manager to lead their Customer Service function. This role is ideal for a hands on leader who thrives in a dynamic environment and knows how to get the best from people.

* Lead day to day customer service operations to hit service, quality, and productivity targets

* Coach and develop Team Leaders and frontline teams

* Use real time and historical data to drive performance and improve customer outcomes

* Build a positive, high performing team culture

* Work closely with Quality, Training, Workforce Planning, and HR

* Support continuous improvement initiatives and operational change

* Provide clear reporting and escalations to senior leadership

What We’re Looking For

* Strong leadership experience within a contact centre

* Proven track record managing teams of 30+ people

* Excellent coaching, communication, and people development skills

* Confident working with data and operational performance metrics

* Calm, decisive, and able to lead effectively under pressure

* Customer focused mindset with a drive for results and continuous improvement

Desirable Experience

* Managing Team Leaders

* Knowledge of WFM and scheduling tools

* Experience delivering change or operational transformation

* Familiarity with CRM and contact centre systems