At a Glance
- Tasks: Lead a large-scale insurance contact centre and drive operational excellence.
- 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 transforming contact centre operations and customer outcomes.
- Qualifications: Proven leadership in contact centres, especially in 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
As a leading employer in the insurance sector, we offer a dynamic work environment that champions innovation and operational excellence. Our hybrid working model allows for flexibility while fostering collaboration and growth, with opportunities for professional development and a commitment to diversity and inclusion at our Glasgow location. Join us to make a meaningful impact in a role that not only stabilises operations but also shapes the future of our contact centre.
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 contact centre space. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research the company’s current operations and think about how you can contribute to their Target Operating Model. Show them you’re not just another candidate, but the one they need.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you note. It keeps you on their radar and shows you’re genuinely interested in the role.
✨Tip Number 4
Apply through our website! We’ve got loads of roles that might be perfect for you. Plus, it’s a great way to get noticed by our team directly.
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 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 delivered 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 where possible to demonstrate how you've driven productivity and improved customer outcomes. 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 don’t miss out on any important updates. Plus, it’s super easy to do!
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. Highlight specific examples where you've led teams through transformation or implemented a Target Operating Model (TOM). This will demonstrate your capability to stabilise operations effectively.
✨Emphasise Continuous Improvement
Be ready to discuss your approach to continuous improvement and change management. Share examples of how you've successfully implemented hybrid working models or enhanced customer outcomes through innovative strategies.
✨Understand the Company Culture
Research the company’s commitment to diversity and inclusion. Be prepared to discuss how you can contribute to fostering an equitable workplace, as this aligns with their values and mission.
