Contact Center Operations Manager / Altrincham / Fintech

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 Contact Centre Operations Manager to oversee our clients global, 24/7 omni-channel contact centre, spanning the UK, Mexico, Uganda, Singapore, and the Philippines. Having achieved 500% growth last year and are aiming to grow another 300% this year, these guys have no intention of slowing down!

This is a brand-new role to help support the Vice President of Customer Support ultimately train, support and develop their amazing customer service team. With a team of 40 in the UK and nearly double that globally, there is plenty of chance for you to make your mark on the future of this team!

What You’ll Do:

1. Lead strategic operations across voice, chat, email, and social channels.
2. Drive high-performance teams and foster a customer-centric culture.
3. Manage global client relationships and ensure SLA/KPI success.
4. Oversee workforce planning, transformation projects, and compliance in financial services.
5. Assist in transformation projects across digital enhancements and process optimisation.

Who You Are:

1. 7+ years in contact centre leadership (3+ at senior level).
2. Expert in global operations, BPO, or financial services.
3. Skilled in client management, omni-channel tech, and team development.
4. Ambitious and collaborative whilst also able to be direct to initiate change.
5. Bonus points for transformation experience and tools like Zendesk and Talkdesk!

What you’ll get:

1. £60,000 salary
2. 20% bonus
3. £1000 training budget
4. Hybrid work to their brand new Altrincham office
5. Learning and development opportunities including language classes
6. Private medical insurance
7. Wellness budget and more!

Keen to learn more? Or know someone that this might suit? Send a copy of your/their CV over to alex.copinger-symes@opusrs.com or apply below.