Contact Centre Operations Manager (Digital & Direct Operations Manager)
Duration: 6 months
Rate: £650‑£750 per day (Inside IR35 via umbrella)
Location: Hybrid Working – travel to Cardiff and Glasgow – Candidates UK wide can be considered
Shape and lead our client's Contact Centre multi‑channel operations plan, setting a clear direction, driving operational effectiveness, productivity, and challenging the status quo. Build high‑performing teams, develop capability, and create a positive, engaging culture that supports long‑term operational success.
This critical role defines and delivers the multi‑channel contact centre operations plan, ensuring an efficient, compliant, customer‑focused service across Direct multi‑channel journeys. It combines hands‑on operational leadership with Target Operating Model (TOM) delivery, supporting day‑to‑day performance and transformation.
The successful candidate will be an experienced Contact Centre Operations Manager, capable of leading a large‑scale insurance contact centre while advancing the next phase of a TOM. The focus is on operations management of the teams based in Cardiff and Glasgow, with expected travel as required.
Key Experience Required
* Senior Contact Centre Operations leadership within Insurance/Financial Services or highly regulated environments
* Management of large, multi‑channel contact centres (250+ FTE)
* Proven delivery of Financial Services Contact Centre Target Operating Models, including:
o People strategy and org design
o Governance, controls, and MI frameworks
o Hybrid working models
o 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 targets
* Experience rolling out workforce management solutions
Key Responsibilities
* Lead performance management, reviews, and appraisals for contact centre teams
* Ensure operational excellence and service quality across multi‑channel journeys
* Develop and implement strategies for productivity and efficiency improvements
* Maintain compliance with regulatory requirements and internal controls
* Manage and optimise large operational budgets
* Collaborate with senior stakeholders to align operations with business objectives
Benefits
* Competitive day rate within the specified range
* Hybrid working model with travel to key locations
* Opportunity to lead high‑impact transformation in a reputable financial services client
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