Contact Centre Operations Manager

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Contact Centre Operations Manager - Contract6-12 months | £650-£750 per day | Inside IR35 | Insurance | 1 day per week onsite (Birmingham)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 ServicesManagement of large, multi-channel contact centres (250+ FTE)Proven delivery of Financial Services Contact Centre Target Operating Models, including:People strategy and org designGovernance, controls, and MI frameworksHybrid working modelsContinuous improvement and changeStrong track record driving productivity through digital, automation, and AIOwnership of large operational budgets (£10m+)Proven delivery of strong customer outcomes and operational targetsThis is a high-impact interim role, for a credible contact centre leader, who can stabilise operations and deliver a future-ready operating model.JBRP1_UKTJ
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Location:
Birmingham
Job Type:
FullTime

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