Contact Centre Operations Manager
Posted 4 days ago by TXP
£750 Per day
Inside
Onsite
Birmingham, UK
Summary: The Contact Centre Operations Manager will oversee a large-scale Insurance contact centre while advancing the Target Operating Model (TOM). This role requires a blend of operational leadership and transformation management, focusing on both daily performance and strategic initiatives. The ideal candidate will have extensive experience in the insurance sector and a proven track record in managing large contact centres. This is a high-impact interim position aimed at stabilizing operations and preparing for future developments.
Key Responsibilities:
- Lead a large-scale Insurance contact centre and progress the Target Operating Model (TOM).
- Manage day-to-day performance while supporting transformation initiatives.
- Drive productivity through digital, automation, and AI solutions.
- Oversee large operational budgets and ensure strong customer outcomes.
- Implement people strategy, governance, and continuous improvement frameworks.
Key Skills:
- Senior leadership experience in Contact Centre Operations within Insurance or regulated Financial Services.
- Experience managing large, multi-channel contact centres (250+ FTE).
- Proven delivery of Financial Services Contact Centre Target Operating Models.
- Strong track record in driving productivity and operational efficiency.
- Experience with large operational budgets (£10m+).
Salary (Rate): £750 per day
City: Birmingham
Country: UK
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: Other
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.