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- Tasks: Lead a large-scale Insurance contact centre and drive operational transformation.
- Company: Dynamic insurance firm focused on innovation and excellence.
- Benefits: Competitive daily rate, flexible working, and impactful leadership role.
- Other info: Opportunity to work with a large team and influence significant change.
- Why this job: Make a real difference in a high-impact role while shaping the future of operations.
- Qualifications: Proven experience in contact centre leadership within regulated financial services.
We are seeking an experienced 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:
- Senior Contact Centre Operations leadership within Insurance or highly regulated Financial Services
- Management of large, multi-channel contact centres (250+ FTE)
- 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
This is a high-impact interim role, for a credible contact centre leader, who can stabilise operations and deliver a future-ready operating model.
Contact Centre Operations Manager employer: TXP Technology x People
Contact Detail:
TXP Technology x People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operations Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance and financial services sectors. We all know that sometimes it’s not just what you know, but who you know that can get you in the door.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of Target Operating Models. We want you to showcase your experience in managing large contact centres and driving productivity through digital solutions.
✨Tip Number 3
Don’t forget to highlight your achievements! When discussing your past roles, focus on specific examples where you’ve delivered strong customer outcomes and met operational targets. We love a good success story!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for talented individuals who can lead and transform contact centre operations.
We think you need these skills to ace Contact Centre Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Operations Manager role. Highlight your experience in managing large contact centres and any specific achievements in the insurance or financial services sectors. We want to see how your background aligns with our needs!
Showcase Your Leadership Skills: In your application, emphasise your hands-on operational leadership experience. Share examples of how you've successfully led teams and implemented Target Operating Models. We’re looking for someone who can inspire and drive change!
Quantify Your Achievements: Use numbers to back up your claims! Whether it’s the size of the teams you’ve managed or the budgets you’ve overseen, quantifying your achievements helps us understand the impact you’ve made in previous roles. It’s all about showing us the results!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at TXP Technology x People
✨Know Your Numbers
Make sure you’re familiar with key metrics related to contact centre operations, especially in the insurance sector. Be ready to discuss how you've managed large operational budgets and driven productivity through digital solutions.
✨Showcase Your Leadership Style
Prepare to talk about your hands-on leadership experience. Share specific examples of how you've led multi-channel contact centres and implemented successful people strategies that align with a Target Operating Model.
✨Emphasise Continuous Improvement
Highlight your experience with continuous improvement initiatives. Discuss any frameworks or methodologies you've used to enhance performance and customer outcomes, particularly in a regulated environment.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about challenges you've faced in previous roles and how you navigated them, especially regarding governance, controls, and MI frameworks.