Contact Center Operations Manager / Altrincham / Fintech
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Recruitment Consultant | Microsoft Dynamics - CRM / CE at Opus Recruitment
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?
If so, please read on! We’re 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, these guys have no intention of slowing down!
This is a brand-new role to support the Vice President of Customer Support, helping to train, support, and develop their customer service team. With a team of 40 in the UK and nearly double that globally, there's plenty of opportunity to make a significant impact!
Key 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.
Ideal 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 Zendesk, Talkdesk, etc.
Benefits:
* 20% bonus
* Hybrid work model with the new Altrincham office
* Learning and development, including language classes
* Private medical insurance
* Wellness budget and more
If you're interested or know someone suitable, please send your CV to alex.copinger-symes@opusrs.com or apply below.
Additional Details:
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job functions: Information Technology, Customer Service, Finance
* Industries: IT Services, IT Consulting, Financial Services, Insurance
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