Contact Centre Operations Manager (12‑month FTC)

About the role

We are seeking a Contact Centre Operations Manager to lead a 100‑150 FTE multi‑channel contact centre for a regulated organisation. Based in Wakefield/Leeds, you will be responsible for operational and strategic leadership, ensuring service level agreements are met while enhancing the customer experience.

Key responsibilities

• Provide overall operational and strategic direction for a 100‑150 FTE contact centre across multiple channels.
• Design, implement and monitor service level metrics aligned with contractual obligations.
• Drive consistency and high‑quality customer interactions throughout the centre.
• Support onboarding of new customers with clear communication and reporting.
• Produce accurate performance reports for senior directors.
• Lead the adoption of digital and automation initiatives to improve the end‑to‑end customer journey.
• Implement technology solutions that reduce manual work and increase efficiency.
• Manage planning and workforce activities to meet demand and SLA targets.
• Motivate and develop Team Leaders to achieve performance goals.

Required profile

• Proven experience leading a contact centre of 100+ staff.
• Strong background in implementing new technologies and digital systems.
• Extensive stakeholder engagement and senior‑level communication skills.
• Experience managing team leaders and senior staff.
• Ability to plan workforce resources to meet contractual demand.

Required skills

What we offer

• Competitive salary £60,000‑£70,000 per year.
• 12‑month fixed‑term contract.
• Four days on‑site work with good transport links to the M1 and M62.
• Comprehensive benefits package.