Senior Operations Manager - Contact Centre / Customer Engagement
Location:
: Remote - UK BASED ONLY
Contract:
6 months (possible extension)
Rate:
Up to £600 per day
Recruiter:
Morson Talent, on behalf of a leading public sector organisation
The Role:
Morson Talent is partnering with a public sector client to recruit a
Senior Operations Manager
to lead and transform their customer engagement operations. This is a hands-on role for an experienced operations professional who can take ownership, implement new processes, and drive efficiency across a high-performing team.
You will manage a team of
22-30 staff
, including
2 team leaders
, introducing a
single point of contact model
to improve customer experience. The role will focus on transforming a reactive model into a
proactive, process-driven operation
, using
Dynamics, IQ systems
, and automation opportunities.
Key Responsibilities:
* Lead and manage a large customer engagement team, setting KPIs and driving performance.
* Develop and implement new operational processes and automation opportunities.
* Analyse operational performance and identify improvements.
* Support team leaders and ensure staff engagement and motivation.
* Transform processes to deliver a proactive service model.
Essential Skills & Experience:
* Proven
operations management experience
within contact centre or customer engagement.
* Hands-on experience with
Dynamics and IQ systems
.
* Strong experience in
team leadership, KPI setting, and performance monitoring
.
* Track record of
process improvement and operational transformation
.
* Excellent leadership, communication, and problem-solving skills.