Operations Manager

Job Description

We’re on the lookout for an experienced contact centre Operations Manager to join our dynamic outsourced contact centre operation. If you're passionate about people leadership, service excellence, and operational performance—and you have a proven track record in a BPO environment—this could be your next big move.

About the Role

In this key leadership role, you’ll take responsibility for the day-to-day performance and delivery of customer operations within a fast-paced, outsourced contact centre setting. You’ll manage multiple Team Leaders and large frontline teams, ensuring performance targets are met while creating a positive and engaging working environment.

Your role will be central to delivering outstanding customer experiences and client satisfaction, using data, insight, and best practices to drive performance across all channels.

Key Responsibilities

• Lead, coach, and develop a team of Team Leaders and frontline advisors to deliver exceptional service
• Own performance across key operational KPIs, including AHT, CSAT, FCR, adherence, shrinkage, and productivity
• Act as the senior escalation point for service delivery issues and client expectations
• Build strong relationships with client stakeholders, ensuring regular communication and reporting on performance
• Support the design and delivery of process improvements, change initiatives, and transformation projects
• Collaborate cross-functionally with Planning, Training, and Quality teams to drive results
• Embed a culture of accountability, coaching, and continuous improvement

What We’re Looking For

• Proven experience in a leadership role within a BPO or outsourced contact centre environment
• Strong understanding of key contact centre metrics (AHT, CSAT, FCR, adherence, shrinkage, etc.)
• Demonstrated success in leading large, diverse teams in a high-performance, customer-focused setting
• A confident communicator with strong stakeholder management skills—both internally and client-facing
• Strategic thinker with hands-on problem-solving ability and a focus on operational excellence
• Comfortable in a dynamic, target-driven environment with the ability to remain calm under pressure

Why Join Us?

• A people-focused, values-driven business with exciting growth plans
• Opportunities to influence change and shape service delivery at scale
• Competitive salary and bonus, plus benefits and ongoing career development
• Hybrid working options and a modern, supportive working culture

Ready to lead from the front?

Apply today or get in touch!!