At a Glance
- Tasks: Manage real-time performance in our Customer Support Centre and drive impactful improvements.
- Company: Join Boots, a leading health and beauty retailer with a commitment to inclusivity.
- Benefits: Enjoy competitive pay, generous discounts, and professional development opportunities.
- Other info: Access to 24/7 support and a vibrant workplace culture.
- Why this job: Make a real difference in customer experience while developing your career.
- Qualifications: Experience in performance management and strong analytical skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
Are you ready to make a real difference? Join us at Boots as a CX Operations Performance Manager in Nottingham, Beeston. In this pivotal role within our Central Operations team, you will have the opportunity to shape the customer experience and drive performance improvements that truly matter.
As a CX Operations Performance Manager at Boots, you'll take ownership of real time performance across our Customer Support Centre, protecting service, productivity, and customer experience throughout the trading day. This role is accountable for the day to day operational performance of the Boots Contact Centre, reporting to the Head of CX Operations and leading a team of Performance Analysts. This is a highly visible role, acting as a key escalation point for intraday service risks and operational incidents, and providing clear, timely updates to operational leaders. If you enjoy balancing pace, data, judgement, and collaboration, this role offers real influence over customer and colleague outcomes.
What you'll be doing
- Own real time performance management across all channels, monitoring live demand, queues, service levels, and productivity.
- Take decisive intraday action to keep operations running smoothly and service on track.
- Dynamically deploy resources and make post release schedule changes in line with the agreed operational plan.
- Respond confidently to emerging risks and opportunities throughout the day.
- Partner closely with the Operations Development Manager to translate forecasts and schedules into effective daily delivery.
- Feedback intraday insight where trends highlight underlying or structural issues.
- Collaborate with the Support & Change Manager to ensure training and change activity is delivered without compromising customer service.
- Balance service, productivity, and colleague capability in a fast paced, real time environment.
What you'll need to have (our must-haves)
- Significant experience in real time performance management or workforce operations within a Contact Centre environment.
- Proven experience managing intraday service performance across multiple channels.
- Strong analytical capability, with confidence interpreting live data and acting decisively.
- Excellent decision making skills under pressure.
- Strong communication and influencing skills, with the ability to provide clear intraday updates.
- Experience balancing service delivery, productivity, and colleague experience.
- A calm, resilient, and accountable approach in fast paced environments.
It would be great if you also have
- Experience leading or coaching performance or real time teams.
- Exposure to workforce planning, forecasting, or scheduling disciplines.
- Experience working closely with change, training, or transformation teams.
- A continuous improvement mindset, using insight to refine real time strategies.
- Experience operating in a large, complex, or multi channel contact centre.
Where your brilliance can take you
At Boots, we are committed to your professional development. You will have access to various training and career progression opportunities, allowing you to shape your future with us.
Rewards designed for you
- Boots Retirement Savings Plan (up to 12% company contribution).
- Generous employee discounts for you and a family member.
- Enhanced maternity/paternity/adoption leave pay.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday.
A bit about us: At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time. Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case‑by‑case basis.
cx Operations Performance Manager employer: Boots
At Boots, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Nottingham that fosters collaboration and innovation. As a CX Operations Performance Manager, you'll benefit from extensive professional development opportunities, a supportive environment, and a comprehensive rewards package, including generous employee discounts and a robust retirement savings plan. Join us to make a meaningful impact while enjoying a workplace that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land cx Operations Performance Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Boots on LinkedIn. A friendly chat can give you insider info about the company culture and the role, plus it might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to performance management and customer experience. We recommend using the STAR method to structure your answers – it helps you showcase your skills effectively!
✨Tip Number 3
Showcase your analytical skills during the interview. Bring examples of how you've used data to drive performance improvements in past roles. This will demonstrate that you can handle the fast-paced environment at Boots.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Boots team.
We think you need these skills to ace cx Operations Performance Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in real-time performance management and contact centre operations. We want to see how your skills align with the role of CX Operations Performance Manager at Boots!
Showcase Your Analytical Skills:Since this role requires strong analytical capabilities, don’t shy away from sharing specific examples where you've successfully interpreted live data and made impactful decisions. We love seeing those numbers in action!
Communicate Clearly:Your written application is your first chance to impress us, so make it count! Use clear and concise language to demonstrate your communication skills, especially when discussing how you’ve managed service performance under pressure.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Boots!
How to prepare for a job interview at Boots
✨Know Your Numbers
As a CX Operations Performance Manager, you'll be dealing with real-time performance metrics. Brush up on your analytical skills and be ready to discuss how you've used data to drive performance improvements in previous roles. Bring specific examples of how you’ve interpreted live data and made decisions under pressure.
✨Showcase Your Leadership Skills
This role involves leading a team of Performance Analysts, so be prepared to talk about your experience in managing teams. Share instances where you've coached or developed team members, and how you’ve balanced service delivery with colleague experience. Highlight your ability to influence and communicate effectively.
✨Prepare for Scenario Questions
Expect questions that assess your decision-making skills in high-pressure situations. Think of scenarios where you had to respond to emerging risks or operational incidents. Be ready to explain your thought process and the outcomes of your actions, demonstrating your calm and accountable approach.
✨Understand the Company Culture
Boots values inclusivity and professional development. Familiarise yourself with their mission and values, and think about how your personal values align with theirs. Be ready to discuss how you can contribute to creating a supportive environment for both customers and colleagues.
