Contact Center Operations Manager / Altrincham / Fintech, Altrincham
This role is with Opus Recruitment Solutions, based in Altrincham, United Kingdom. The position requires an EU work permit.
Job Description:
Are you a seasoned leader with a passion for delivering exceptional customer service? Or are you looking for a role that will enable you to shape the teams that report into you?
We are seeking a dynamic Contact Centre Operations Manager to oversee our client's global, 24/7 omni-channel contact centre, spanning the UK, Mexico, Uganda, Singapore, and the Philippines. Having achieved 500% growth last year and aiming for another 300% this year, the company is rapidly expanding.
This is a new role supporting the Vice President of Customer Support, focusing on training, supporting, and developing the customer service team. The team consists of 40 members in the UK and nearly double that globally, providing ample opportunity to influence the future of the team.
Responsibilities:
* Lead strategic operations across voice, chat, email, and social channels.
* Drive high-performance teams and foster a customer-centric culture.
* Manage global client relationships and ensure SLA/KPI success.
* Oversee workforce planning, transformation projects, and compliance in financial services.
* Support digital transformation initiatives and process optimization.
Candidate Profile:
* 7+ years in contact centre leadership, with 3+ at senior level.
* Experience in global operations, BPO, or financial services.
* Proficiency in client management, omni-channel technology, and team development.
* Ambitious, collaborative, and capable of driving change.
* Bonus: transformation experience and familiarity with tools like Zendesk and Talkdesk.
Benefits:
* 20% bonus
* Hybrid work arrangement at the new Altrincham office
* Learning and development opportunities, including language classes
* Private medical insurance
* Wellness budget and more
If you're interested or know someone who might be, please send your CV to [emailprotected] or apply below.
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