At a Glance
- Tasks: Manage real-time performance in our Customer Support Centre and drive service improvements.
- Company: Join Boots, a leading health and beauty retailer with a commitment to customer experience.
- Benefits: Enjoy generous discounts, retirement savings plan, and 24/7 counselling support.
- Other info: Be part of an inclusive team that values diversity and personal growth.
- Why this job: Make a real impact on customer experience while developing your leadership skills.
- Qualifications: Experience in performance management within a contact centre and strong analytical skills.
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. It 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.
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.
- Feed 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.
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.
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.
CX Operations Performance Manager in Nottingham employer: The Boots Company PLC
At Boots, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that empowers our employees to thrive. As a CX Operations Performance Manager in Nottingham, you will benefit from generous employee discounts, a robust retirement savings plan, and access to 24/7 counselling support, all while playing a crucial role in enhancing customer experience. We are committed to your professional growth, providing opportunities for continuous improvement and collaboration within a dynamic team environment.
StudySmarter Expert Advice🤫
We think this is how you could land CX Operations Performance Manager in Nottingham
✨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 maybe even a referral!
✨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’ll help you shine!
✨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 your fit for the CX Operations Performance Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest opportunities right there!
We think you need these skills to ace CX Operations Performance Manager in Nottingham
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. 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 forget to include examples of how you've interpreted live data and made decisions under pressure. We love seeing those real-life scenarios!
Communicate Clearly:Your written application should reflect your excellent communication skills. Keep it clear and concise, and make sure to convey your ability to provide timely updates and collaborate effectively.
Apply Through Our Website:We encourage you to apply directly through our website. 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 The Boots Company PLC
✨Know Your Numbers
As a CX Operations Performance Manager, you'll need to be comfortable with data. Brush up on key performance metrics relevant to contact centres, like service levels and productivity rates. Be ready to discuss how you've used data to drive performance improvements in your previous roles.
✨Showcase Your Decision-Making Skills
This role requires quick thinking and decisive action. Prepare examples from your past experiences where you had to make tough decisions under pressure. Highlight how your choices positively impacted service delivery and team performance.
✨Communicate Clearly
Strong communication is crucial for this position. Practice articulating your thoughts clearly and concisely. During the interview, demonstrate your ability to provide updates and insights effectively, as this will be a key part of your role at Boots.
✨Emphasise Collaboration
You'll be working closely with various teams, so it's important to show that you can collaborate effectively. Prepare to discuss how you've partnered with other departments in the past to achieve common goals, especially in fast-paced environments.
