At a Glance
- Tasks: Lead a large-scale insurance contact centre and drive operational transformation.
- Company: Dynamic company focused on diversity and inclusion in the workplace.
- Benefits: Competitive daily rate, hybrid working, and impactful leadership role.
- Other info: Join a movement for social equity while advancing your career.
- Why this job: Make a real difference in shaping the future of contact centre operations.
- Qualifications: Proven experience in contact centre leadership within insurance or financial services.
Duration: 6-12 Months
Rate: £650-£750 per day (Inside IR35 via umbrella)
Location: Glasgow, Scotland - Hybrid Working (1 day per week onsite, rest remote working)
We are seeking an accomplished Scotland based 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. The role will require the successful candidate to travel onsite to Glasgow once a week, to operationally support the teams in the office. Please note travel expenses are not paid and candidates must be located in Scotland.
Key experience required:
- Senior Contact Centre Operations leadership within Insurance or Financial Services - ESSENTIAL
- 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
- Strong track record driving productivity through digital, automation, and AI
- Ownership of large operational budgets (£10m+)
- Proven delivery of strong customer outcomes and operational targets
This is a high-impact interim role, for a credible contact centre leader, who can stabilise operations and deliver a future-ready operating model.
If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.
TXP takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.
Contact Centre Operations Manager (Insurance, TOM, Digital) in Glasgow employer: TXP Technology x People
As a leading employer in the insurance sector, we offer a dynamic work environment in Glasgow that champions innovation and operational excellence. Our hybrid working model promotes a healthy work-life balance while providing ample opportunities for professional growth and development within a diverse and inclusive culture. Join us to make a meaningful impact as you lead our contact centre operations towards a future-ready model, all while being part of a socially responsible organisation committed to equality.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Operations Manager (Insurance, TOM, Digital) in Glasgow
✨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! Research the company’s current operations and their Target Operating Model (TOM). We want you to be able to discuss how your experience aligns with their goals and how you can drive productivity through digital and automation.
✨Tip Number 3
Showcase your leadership skills! Be ready to share specific examples of how you've managed large teams and budgets in the past. We need to see that you can stabilise operations and deliver strong customer outcomes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. We’re here to help you land that dream role, so let’s make it happen!
We think you need these skills to ace Contact Centre Operations Manager (Insurance, TOM, Digital) in Glasgow
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-scale contact centres and any specific achievements in the insurance or financial services sectors. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your hands-on leadership style and how you've successfully implemented Target Operating Models in the past. Let us know what makes you tick!
Showcase Your Achievements:When filling out your application, don’t just list your responsibilities—show us your achievements! Use metrics and examples to demonstrate how you've driven productivity and improved customer outcomes in previous roles. Numbers speak volumes!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy—just a few clicks and you’re done!
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. Highlight specific examples where you've led teams through change, particularly in a hybrid working model, and how you’ve supported staff in achieving operational targets.
✨Understand TOM Delivery
Brush up on Target Operating Models (TOM) and be prepared to discuss your experience in delivering them. Share insights on how you’ve implemented people strategies, governance frameworks, and continuous improvement initiatives in previous roles.
✨Emphasise Customer Outcomes
Be ready to discuss how your actions have directly impacted customer satisfaction and outcomes. Use concrete examples to illustrate your success in driving strong results in a multi-channel contact centre environment.
