Contact Centre Operations Manager

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Contact Centre Operations Manager - Contract
6-12 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 Services 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.
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Location:
Birmingham
Salary:
£650 - £750 per day + Inside IR£35
Job Type:
FullTime
Category:
Customer Service & Support

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