Contact Center Manager

Robert Half Talent Solutions are recruiting for a Contact Centre Manager role in Newport.
Operations Manager
We are seeking a dynamic and experienced leader to oversee the day-to-day operations of our UK network of service centres (SCs). This role encompasses ensuring a seamless and exceptional client experience across all locations. The ideal candidate will possess a proven track record in team management, operational excellence, and business growth, with a meticulous approach and a commitment to achieving outstanding results.
Responsibilities:
Manage and lead the daily operations of our SCs, ensuring adherence to all company policies and procedures.
Oversee operations across multiple locations, fostering consistency and efficiency.
Develop, implement, and continuously improve service delivery to maximize client satisfaction.
Collaborate with key stakeholders to identify and implement service enhancements.
Manage and maintain the physical environment of the SCs to ensure functionality and client comfort.
Proactively address potential staff-related challenges, including turnover and absenteeism.
Contribute to strategic planning and execution, including market expansion and business development initiatives.
Optimize operational efficiency within the SCs and lead high-performing teams through recruitment, training, and motivation.
Establish and maintain clear communication channels within the organization and with clients.
Ensure data security and process integrity to effectively manage applications and maintain client confidentiality.
Champion best practices and support the continued development of our global SC network.
Implement company-wide initiatives and promote a safe and positive work environment.
Generate comprehensive business reports as per company guidelines and lead efforts to improve reporting processes.
Experience:
Proven success in a leadership role within a multinational organization, with a focus on client experience.
Prior experience in managing complex operations is highly desirable.
Proven ability to effectively lead and motivate teams.
Demonstrated expertise in process improvement and optimization.
Experience managing large teams exceeding 20 personnel.
Skills and Abilities:
Excellent communication and interpersonal skills, with fluency in English (written and verbal). Additional languages are a plus.
Proficiency in Microsoft Office Suite and other relevant business applications.
Strong analytical skills and a data-driven approach to decision-making.
Detail-oriented, proactive, and self-directed.
Mature, adaptable, and demonstrates high ethical standards.
Strong team player with the ability to build strong relationships across departments.
Ability to thrive in a fast-paced environment and manage competing priorities effectively.
Emotional intelligence and strong leadership presence.
Project management and business development experience.
Solid understanding of financial principles and management tools.
(Optional: Include specific skills relevant to the role, e.g., experience with cash flow management, Power BI reporting)
Experience in coaching and mentoring is a plus.
Salary:
Up to £60,000+ Benefits
This role is on site in Newport.