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.