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- Tasks: Lead a global contact centre, driving performance and customer satisfaction across multiple channels.
- Company: Join a rapidly growing fintech company with a dynamic team and ambitious goals.
- Benefits: Enjoy a £60,000 salary, 20% bonus, hybrid work, training budget, and wellness perks.
- Why this job: Shape the future of customer service in a fast-paced, innovative environment with global impact.
- Qualifications: 7+ years in contact centre leadership, with expertise in global operations and team development.
- Other info: Opportunity to work in a brand new office and access language classes.
The predicted salary is between 36000 - 60000 £ per year.
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 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:
- 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 transformation projects across digital enhancements and process optimisation.
Who You Are:
- 7+ years in contact centre leadership (3+ at senior level).
- Expert in global operations, BPO, or financial services.
- Skilled in client management, omni-channel tech, and team development.
- Ambitious and collaborative whilst also able to be direct to initiate change.
- Bonus points for transformation experience and tools like Zendesk and Talkdesk!
What you’ll get:
- £60,000 salary
- 20% bonus
- £1000 training budget
- Hybrid work to their brand new Altrincham office
- Learning and development opportunities including language classes
- Private medical insurance
- 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.
Contact Center Operations Manager / Altrincham / Fintech employer: Opus Recruitment Solutions
Contact Detail:
Opus Recruitment Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Operations Manager / Altrincham / Fintech
✨Tip Number 1
Familiarise yourself with the latest trends in omni-channel customer service. Understanding how different channels interact and enhance customer experience will show your potential employer that you're not just experienced, but also forward-thinking.
✨Tip Number 2
Highlight your leadership style during any discussions or interviews. Be prepared to share specific examples of how you've successfully led teams in high-pressure environments, especially in a global context, as this role requires managing diverse teams across multiple countries.
✨Tip Number 3
Research the company’s recent growth and transformation projects. Being able to discuss their achievements and how you can contribute to their ongoing success will demonstrate your genuine interest in the role and the company.
✨Tip Number 4
Network with professionals in the fintech and contact centre sectors. Engaging with industry peers can provide insights into best practices and may even lead to referrals, which can significantly boost your chances of landing the job.
We think you need these skills to ace Contact Center Operations Manager / Altrincham / Fintech
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in contact centre leadership, especially your achievements in managing teams and driving performance. Use specific metrics to demonstrate your impact, such as growth percentages or improvements in customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention your experience with omni-channel operations and any relevant tools like Zendesk or Talkdesk. Show how your skills align with the company's goals and culture.
Highlight Relevant Experience: When detailing your work history, focus on roles that involved global operations, client management, and team development. Emphasise any transformation projects you've led, particularly in financial services or BPO environments.
Proofread and Edit: Before submitting your application, carefully proofread your documents for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a leadership role.
How to prepare for a job interview at Opus Recruitment Solutions
✨Showcase Your Leadership Experience
Make sure to highlight your previous leadership roles, especially in contact centres. Discuss specific examples where you successfully led teams, improved performance, or implemented changes that enhanced customer service.
✨Demonstrate Your Knowledge of Omni-Channel Operations
Familiarise yourself with omni-channel strategies and be prepared to discuss how you've managed operations across various channels like voice, chat, email, and social media. This will show your understanding of the role's requirements.
✨Prepare for Transformation Discussions
Since the role involves transformation projects, think about your past experiences with process optimisation and digital enhancements. Be ready to share insights on tools like Zendesk and Talkdesk, as well as any successful transformations you've led.
✨Emphasise Client Management Skills
Client relationships are crucial in this role. Prepare examples of how you've managed global client relationships and ensured SLA/KPI success. This will demonstrate your ability to handle the responsibilities of the position effectively.
