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
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Manage and develop multiple teams through up to 10 Team Leaders
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Own performance across KPIs, SLAs, quality and customer outcomes
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Drive a strong balance between commercial performance and customer experience
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Analyse MI and performance data to identify trends and improvements
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Coach and support Team Leaders to maximise team performance
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Work closely with clients, providing updates and performance insights
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Support recruitment, onboarding and training of new staff
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Ensure processes, compliance and quality standards are maintained
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Assist with workforce planning and resource allocation
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Support delivery of new campaigns and operational improvements
Requirements
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Proven experience in a Contact Centre Operations Manager (or similar) role
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Experience managing multiple Team Leaders (ideally up to 8–10)
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Strong commercial background and performance-driven mindset
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Experience within sales and/or customer service contact centres
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Track record of improving KPIs, productivity and team performance
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Confident working with data, reporting and client communication
Skills
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Strong leadership and coaching ability
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Customer-focused approach
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Commercially aware and target-driven
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Organised and able to manage multiple priorities
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Confident communicator with strong stakeholder skills
What You’ll Get
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Competitive salary (DOE)
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Performance bonus
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Career progression within a growing business
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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