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Customer Service Operations Manager, Oxford
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Client:
Location:
Oxford, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
857ff72ce490
Job Views:
5
Posted:
14.07.2025
Expiry Date:
28.08.2025
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Job Description:
Customer Service Operations Manager
We’re looking for a strategic leader to oversee an onshore escalation team (~50 people) and global BPO vendors (~3,000 people). You’ll coach four managers, drive performance, and ensure a top-tier customer experience in a fast-paced contact center.
Key Responsibilities:
* Lead and mentor four managers overseeing internal and outsourced teams
* Strengthen leadership skills, boost team performance, and drive continuous improvement
* Manage BPO vendors, track performance, and optimize service levels
* Use data to improve processes, efficiency, and customer satisfaction
* Shape customers experience strategies, define KPIs, and collaborate with key teams
* Explore AI and automation to enhance operations and support global growth
What We’re Looking For:
* 2+ years of experience managing leaders and junior managers in a contact center environment
* Proven success in driving customer-centric operations and managing BPO vendor relationships
* Strong leadership presence, strategic mindset, and ability to enhance customer experience
* Experience with Salesforce or similar CRM platforms, data analysis, and process optimization
* Familiarity with AI tools and automation is a plus
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