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Call Center Operations Manager / Manchester / Fintech, Manchester
Client:
Opus Recruitment Solutions
Location:
Manchester, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Views:
4
Posted:
26.04.2025
Expiry Date:
10.06.2025
Job Description:
Are you a seasoned leader with a passion for delivering exceptional customer service? Or are you looking for a role that will enable you to shape the teams that report into you?
If so, please read on! We’re seeking a dynamic Call Center Operations Manager to oversee our client’s global, 24/7 omni-channel contact center, spanning the UK, Mexico, Uganda, Singapore, and the Philippines. Having achieved 500% growth last year and aiming to grow another 300% this year, these guys have no intention of slowing down!
This is a brand-new role to support the Vice President of Customer Support, helping to train, support, and develop their customer service team. With a team of 40 in the UK and nearly double that globally, there is plenty of opportunity to make a significant impact!
What You’ll Do:
* Lead strategic operations across voice, chat, email, and social channels.
* Drive high-performance teams and foster a customer-centric culture.
* Manage global client relationships and ensure SLA/KPI success.
* Oversee workforce planning, transformation projects, and compliance in financial services.
* Assist in digital transformation initiatives and process optimization.
Who You Are:
* 7+ years in contact/call center leadership, with at least 3 years in a senior role.
* Expertise in global operations, BPO, or financial services.
* Skilled in client management, omni-channel technology, and team development.
* Ambitious, collaborative, and capable of initiating change with a direct approach.
* Bonus points for experience in transformation projects and familiarity with tools like Zendesk and Talkdesk!
What You’ll Get:
* 20% bonus
* Hybrid work arrangement at their new Altrincham office
* Learning and development opportunities, including language classes
* Private medical insurance
* Wellness budget and more!
Keen to learn more? Or know someone who might be interested? Send your CV or theirs to [emailprotected] or apply below.
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