Contact Centre Operations Manager - Contract
6-12 months | £650-£750 per day | Inside IR35 | Insurance | 1 day per week onsite (Birmingham)
We are seeking an experienced Contact Centre Operations Manager to lead a large‑scale Insurance contact centre while progressing the next phase of a Target Operating Model (TOM).
This role combines hands‑on operational leadership with TOM delivery, supporting both day‑to‑day performance and transformation.
Key experience required:
Senior Contact Centre Operations leadership within Insurance or highly regulated Financial Services
Management of large, multi‑channel contact centres (250+ FTE)
Proven delivery of Financial Services Contact Centre Target Operating Models, including:
People strategy and org design
Governance, controls, and MI frameworks
Hybrid working models
Continuous improvement and change
Strong track record driving productivity through digital, automation, and AI
Ownership of large operational budgets (£10m+)
Proven delivery of strong customer outcomes and operational targetsThis is a high‑impact interim role, for a credible contact centre leader, who can stabilise operations and deliver a future‑ready operating model