Contact Centre Operations Manager (Digital & Direct Operations Manager)
Duration: 6-12 months
Rate: £650-£750 per day (Inside IR35 via umbrella)
Location: West Midlands - Hybrid working options available (Candidates UK wide can be considered)
We are seeking an accomplished UK based Contact Centre Operations Manager, to lead a large-scale Insurance contact centre while progressing the next phase of a Target Operating Model (TOM).
This role combines hands-on operational leadership with TOM delivery, supporting both day-to-day performance and transformation.
Key experience required:
1. Senior Contact Centre Operations leadership within Insurance or Financial Services - ESSENTIAL
2. Management of large, multi-channel contact centres (250+ FTE)
3. Proven delivery of Financial Services Contact Centre Target Operating Models, including:
* People strategy and org design
* Governance, controls, and MI frameworks
* Hybrid working models
* Continuous improvement and change
4. Strong track record driving productivity through digital, automation, and AI
5. Ownership of large operational budgets (£10m+)
6. Proven...