Contact Centre Operations Manager
WeAreAspire
Altrincham, England, United Kingdom
We're working with a high-growth, international service provider operating across multiple continents, currently searching for a Contact Centre Operations Manager to join their senior leadership team. This is a key hire within a complex, 24/7, multilingual and omni-channel contact centre environment. You'll take the reins on day-to-day operations across multiple global regions (including the UK, Mexico, Uganda, the Philippines, and Singapore), helping drive performance, quality, and transformation across the customer support function. The ideal candidate will come with BPO experience , a background in financial services or regulated environments , and a solid understanding of client-facing operations. What You'll Be Doing Lead and manage contact centre operations across global sites, ensuring performance and consistency across voice, chat, email, and social media channels. Oversee and coach UK-based leadership teams to drive results and maintain cultural alignment across regions. Manage relationships with outsourced providers, holding them accountable to KPIs and SLA performance. Be the key interface with major clients-attending regular reviews, presenting data, and driving improvements. Own workforce planning, forecasting, and capacity management in a 24/7 environment. Play a key role in a multi-phase contact centre transformation project , including digital upgrades, AI implementation, and omni-channel enablement. Ensure compliance with regulatory standards, particularly within financial services. Foster an inclusive, high-performance, customer-first culture. What We're Looking For Essential: 7+ years' experience in contact centre leadership roles, with at least 3 years at senior/Head-of level. Experience managing global teams and operations across multiple time zones and regions. Background in BPO/contact centre outsourcing environments. Strong understanding of financial services, regulated customer support, and operational compliance. Skilled in client relationship management, stakeholder reporting, and strategic performance reviews. Excellent communicator and people manager with strong leadership presence. Desirable: Experience in transformation programmes (e.g. automation, AI, system rollouts). Familiar with tools like Zendesk, Talkdesk, Salesforce, Tableau or Power BI. Experience working with multilingual teams and global support coverage. Why This Role? You'll join a business that's growing fast, with recent investment into next-gen contact centre tech and a clear strategy for continued global expansion. The environment is structured, high-performing-but collaborative and people-focused. Great opportunity to grow into a Head of Customer Service/Director-level role. You'll work alongside a passionate leadership team, with autonomy to shape the operation and team underneath you. Desired Skills and Experience Essential: 7+ years of contact centre leadership experience, with at least 3 years at senior or head-of level. Proven experience managing global operations across multiple time zones and cultures. Deep understanding of omni-channel service delivery and associated technologies. Strong background in financial services operations and regulatory environments. Experience within a BPO environment, with a commercial mindset and focus on value delivery. Demonstrated success in client relationship management, contract delivery, and stakeholder engagement. Excellent communication, leadership, and people development skills. Desirable: Experience leading contact centre transformation programs. Familiarity with workforce management tools and CX technologies (e.g. Zendesk, Talkdesk, SalesForce, Tablo, PowerBi) Experience working in multilingual environments. We Are Aspire Ltd are a Disability Confident Commited employer