Operations Manager

Job Title: Contact Centre Operations Manager Location: Banbury (Office Based) Salary: (DOE) + Bonus Job Type: Full Time, Permanent About the Role We’re looking for an experienced Operations Manager to oversee multiple contact centre teams across sales and customer service campaigns. This is a hands-on role, managing performance through up to 10 Team Leaders, ensuring strong delivery across KPIs, customer experience, and operational efficiency. You’ll play a key role in driving results within a fast-paced, multi-client environment. Key Responsibilities * Manage and develop multiple teams through up to 10 Team Leaders * Own performance across KPIs, SLAs, quality and customer outcomes * Drive a strong balance between commercial performance and customer experience * Analyse MI and performance data to identify trends and improvements * Coach and support Team Leaders to maximise team performance * Work closely with clients, providing updates and performance insights * Support recruitment, onboarding and training of new staff * Ensure processes, compliance and quality standards are maintained * Assist with workforce planning and resource allocation * Support delivery of new campaigns and operational improvements Requirements * Proven experience in a Contact Centre Operations Manager (or similar) role * Experience managing multiple Team Leaders (ideally up to 8–10) * Strong commercial background and performance-driven mindset * Experience within sales and/or customer service contact centres * Track record of improving KPIs, productivity and team performance * Confident working with data, reporting and client communication Skills * Strong leadership and coaching ability * Customer-focused approach * Commercially aware and target-driven * Organised and able to manage multiple priorities * Confident communicator with strong stakeholder skills What You’ll Get * Competitive salary (DOE) * Performance bonus * Career progression within a growing business * Supportive, fast-paced working environment If you’re an experienced contact centre leader used to managing through Team Leaders and driving performance at scale, we’d love to hear from you