Job Description
Head of Operations
Red Recruitment are recruiting for an experienced and results-driven Head of Operations for our client to lead their contact centre function.
This role is vital in ensuring exceptional customer experience, operational efficiency, and service delivery across all customer channels. The successful candidate will bring strong leadership, a data-driven mindset, and a proven ability to maximise performance in a fast-paced contact centre environment.
The salary for the role is up to 80,000 Per Annum with fantastic company benefits.
Benefits and Package for a Head of Operations:
- Salary: Up to 80,000 per annum
- Hours: Monday - Friday, hours between 8am - 6pm
- Contract type: Permanent
- Location: Llanelli
- Free parking
- Health and wellbeing programme
- Bonus scheme (monthly bonus)
- Overtime availability
- Internal recognition schemes with financial award
- Pension scheme
- 33 days annual leave (including bank holidays and your birthday)
- Support and training provided
- Career progression opportunities
Key Responsibilities of a Head of Operations
- Lead and oversee all contact centre operations, ensuring high levels of customer satisfaction and service delivery
- Develop and implement operational strategies to improve performance, efficiency, and scalability
- Manage KPIs such as service levels, call handling times, customer satisfaction (CSAT), and first contact resolution
- Drive continuous improvement initiatives to enhance processes, systems, and customer journeys
- Oversee workforce planning, forecasting, and resource management to meet demand
- Collaborate with quality assurance and training teams to maintain high service standards
- Analyse performance data and produce reports to inform strategic decisions
- Ensure compliance with regulatory requirements and internal policies
- Lead, coach, and develop team leaders and managers, fostering a high-performance culture
- Manage budgets and identify cost-saving opportunities without compromising service quality
- Handle escalations and ensure effective resolution of complex customer issues
Key Skills and Experience of a Head of Operations
- Strong leadership and team management experience within a contact centre environment
- Excellent understanding of contact centre metrics and performance management
- Proven ability to drive operational improvements and deliver measurable results
- Strong analytical skills with the ability to interpret data and trends
- Exceptional communication and stakeholder management skills
- Experience with workforce management and contact centre technologies (e.g., CRM systems, diallers)
- Ability to manage change and lead transformation initiatives
- High level of resilience and ability to perform under pressure
If you are interested in this position and have the relevant skills and attributes required, please apply now!
Red Recruitment (Agency)
