Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead global contact centre operations, ensuring top-notch performance across various channels.
- Company: Join a high-growth international service provider with a focus on innovation and customer support.
- Benefits: Enjoy a collaborative culture, autonomy in your role, and opportunities for career advancement.
- Why this job: Be part of a dynamic team driving transformation in a fast-paced environment with cutting-edge technology.
- Qualifications: 7+ years in contact centre leadership, with experience in BPO and financial services.
- Other info: This role offers the chance to shape operations and work with a passionate leadership team.
The predicted salary is between 48000 - 72000 £ per year.
We're working with a high-growth, international service provider operating across multiple continents, currently searching for a Contact Centre Operations Manager to join their senior leadership team. This is a key hire within a complex, 24/7, multilingual and omni-channel contact centre environment. You'll take the reins on day-to-day operations across multiple global regions (including the UK, Mexico, Uganda, the Philippines, and Singapore), helping drive performance, quality, and transformation across the customer support function.
The ideal candidate will come with BPO experience, a background in financial services or regulated environments, and a solid understanding of client-facing operations.
What You'll Be Doing
- Lead and manage contact centre operations across global sites, ensuring performance and consistency across voice, chat, email, and social media channels.
- Oversee and coach UK-based leadership teams to drive results and maintain cultural alignment across regions.
- Manage relationships with outsourced providers, holding them accountable to KPIs and SLA performance.
- Be the key interface with major clients-attending regular reviews, presenting data, and driving improvements.
- Own workforce planning, forecasting, and capacity management in a 24/7 environment.
- Play a key role in a multi-phase contact centre transformation project, including digital upgrades, AI implementation, and omni-channel enablement.
- Ensure compliance with regulatory standards, particularly within financial services.
- Foster an inclusive, high-performance, customer-first culture.
What We're Looking For
Essential: 7+ years' experience in contact centre leadership roles, with at least 3 years at senior/Head-of level. Experience managing global teams and operations across multiple time zones and regions. Background in BPO/contact centre outsourcing environments. Strong understanding of financial services, regulated customer support, and operational compliance. Skilled in client relationship management, stakeholder reporting, and strategic performance reviews. Excellent communicator and people manager with strong leadership presence.
Desirable: Experience in transformation programmes (e.g. automation, AI, system rollouts). Familiar with tools like Zendesk, Talkdesk, Salesforce, Tableau or Power BI. Experience working with multilingual teams and global support coverage.
Why This Role? You'll join a business that's growing fast, with recent investment into next-gen contact centre tech and a clear strategy for continued global expansion. The environment is structured, high-performing-but collaborative and people-focused. Great opportunity to grow into a Head of Customer Service/Director-level role. You'll work alongside a passionate leadership team, with autonomy to shape the operation and team underneath you.
Desired Skills and Experience
Essential: 7+ years of contact centre leadership experience, with at least 3 years at senior or head-of level. Proven experience managing global operations across multiple time zones and cultures. Deep understanding of omni-channel service delivery and associated technologies. Strong background in financial services operations and regulatory environments. Experience within a BPO environment, with a commercial mindset and focus on value delivery. Demonstrated success in client relationship management, contract delivery, and stakeholder engagement. Excellent communication, leadership, and people development skills.
Desirable: Experience leading contact centre transformation programs. Familiarity with workforce management tools and CX technologies (e.g. Zendesk, Talkdesk, SalesForce, Tablo, PowerBi). Experience working in multilingual environments.
We Are Aspire Ltd are a Disability Confident Committed employer.
Contact Centre Operations Manager employer: WeAreAspire
Contact Detail:
WeAreAspire Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operations Manager
✨Tip Number 1
Familiarise yourself with the specific challenges and opportunities in managing a multilingual contact centre. Understanding cultural nuances and communication styles can set you apart during interviews.
✨Tip Number 2
Network with professionals in the BPO and financial services sectors. Engaging with industry peers can provide insights into best practices and may even lead to referrals for the role.
✨Tip Number 3
Stay updated on the latest trends in contact centre technology, especially around AI and omni-channel strategies. Demonstrating your knowledge of these advancements can showcase your readiness for transformation projects.
✨Tip Number 4
Prepare to discuss your experience in managing global teams and operations across different time zones. Highlighting specific examples of how you've navigated these complexities will resonate well with the hiring team.
We think you need these skills to ace Contact Centre Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in contact centre leadership, particularly your 7+ years in the field and any specific achievements in managing global operations. Use keywords from the job description to align your skills with what the company is looking for.
Craft a Compelling Cover Letter: In your cover letter, emphasise your experience in BPO environments and financial services. Discuss how your leadership style fosters a high-performance culture and how you have successfully managed teams across different regions.
Showcase Relevant Skills: Highlight your familiarity with tools like Zendesk, Talkdesk, or Salesforce in your application. Mention any transformation programmes you've led, especially those involving automation or AI, as these are desirable skills for the role.
Prepare for Interviews: If selected for an interview, be ready to discuss your approach to managing client relationships and driving performance in a multilingual environment. Prepare examples of how you've handled challenges in previous roles, particularly in regulated settings.
How to prepare for a job interview at WeAreAspire
✨Showcase Your Leadership Experience
Make sure to highlight your previous leadership roles in contact centres, especially any experience at a senior level. Discuss specific examples of how you've managed teams across different regions and time zones, as this is crucial for the role.
✨Demonstrate Your Understanding of BPO and Financial Services
Prepare to discuss your background in BPO environments and financial services. Be ready to explain how you ensured compliance with regulatory standards and how you drove performance in these sectors.
✨Familiarise Yourself with Relevant Technologies
Since the role involves overseeing omni-channel service delivery, brush up on tools like Zendesk, Talkdesk, and Salesforce. Mention any experience you have with these platforms and how they can enhance customer support operations.
✨Prepare for Transformation Discussions
Given the emphasis on transformation projects, think about your past experiences with automation, AI implementation, or system rollouts. Be prepared to share insights on how you led such initiatives and the impact they had on operations.
