Head of Contact Centre Operations
Glasgow
£80,000 - £95000 &Bonus
About the Role
We're looking for an experienced and inspiring Head of Contact Centre Operations to lead our multi‑site customer service teams and drive world‑class customer experience.
This is a strategic leadership role, responsible for operational excellence, people development, service transformation, and delivering outstanding performance across all contact centre channels.
You will champion customer-centricity, optimise processes, and embed a culture of continuous improvement-ensuring our customers receive seamless, efficient, and memorable support every time they contact us.
Key Responsibilities of this Head of Contact Centre Operations
* Lead and develop high-performing contact centre teams across multiple sites and channels (phone, email, chat, social, back office).
* Own all operational KPIs-quality, productivity, service levels, customer satisfaction, and financial targets.
* Shape and execute the contact centre strategy, aligning operational plans with wider business objectives.
* Drive workforce planning, resource forecasting, and real-time optimisation to meet demand efficiently.
* Implement continuous improvement initiatives that enhance customer experience and streamline end-to-end processes.
* Oversee technology, systems, and digital tools, ensuring the operation uses modern, efficient solutions.
* Build strong cross-functional relationships with Technology, HR, QA, Training, and Product teams.
* Lead change programmes, including new product launches, system upgrades, process transitions, and organisational redesigns.
* Nurture a culture of coaching, empowerment, engagement, and accountability across the operation.
* Monitor compliance standards and ensure robust governance across all customer contact activities.
About You as a Head of Contact Centre Operations
* Proven experience leading large-scale or multi-site contact centre operations.
* A strategic thinker with strong operational execution and problem-solving skills.
* Passionate about delivering exceptional customer experiences.
* Strong leadership capability-able to inspire, coach, and influence at all levels.
* Skilled in using data and analytics to drive decisions, improvements, and innovation.
* Experience managing budgets and operational financial performance.
* Comfortable operating in fast-paced, high-volume environments.
* Excellent communicator who can build trusted relationships across the business.
What We Offer for this Head of Contact Centre Operations
* A leadership role where you can make a real impact on customer experience and operational strategy.
* Opportunities for career growth and professional development.
* Supportive and collaborative company culture.
* Competitive salary, benefits package, and performance-related bonus.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database