Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a large-scale insurance contact centre and drive operational excellence.
- Company: Dynamic insurance firm focused on innovation and transformation.
- Benefits: Competitive daily rate, flexible working, and impactful leadership role.
- Why this job: Make a real difference in shaping the future of customer service.
- Qualifications: Proven experience in contact centre operations and financial services.
- Other info: Opportunity to work in a hybrid model with a focus on continuous improvement.
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 in Birmingham employer: TXP
Contact Detail:
TXP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operations Manager in Birmingham
✨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 leadership skills! When you’re chatting with potential employers, make sure to share examples of how you’ve stabilised operations and delivered strong customer outcomes in previous roles.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Let’s get you that Contact Centre Operations Manager role!
We think you need these skills to ace Contact Centre Operations Manager in Birmingham
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 you’ve led teams and delivered results!
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 Relevant Experience: When filling out your application, be sure to showcase your relevant experience with multi-channel contact centres and operational budgets. We’re looking for someone who can drive productivity and deliver strong customer outcomes, so don’t hold back on those examples!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at TXP
✨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. Think of specific examples where you’ve led teams in a multi-channel environment and how you’ve implemented people strategies that align with organisational design.
✨Emphasise Transformation Experience
Since this role involves progressing a Target Operating Model, be ready to share your experiences with TOM delivery. Highlight any continuous improvement initiatives you've led and how they resulted in better customer outcomes.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills in high-pressure situations. Prepare scenarios where you’ve had to stabilise operations or implement change effectively, showcasing your ability to adapt and lead during transitions.