Contact Centre Operations Manager (Insurance, TOM, Digital)

Contact Centre Operations Manager (Digital & Direct Operations Manager)

Duration: 6 Months

Rate: £650-£750 per day (Inside IR35 via umbrella)

Location: West Midlands - Hybrid working options available - Candidates UK wide can be considered

We are seeking an accomplished UK based 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.

The focus of this role is the operations management of the contact centre teams in Cardiff and Glasgow. Some travel is expected as part of the role, so flexibility as and when required is needed.

Strong people management (performance management, reviews, appraisals etc) and day to day operational experience is key for this role.

Key experience required:

• Senior Contact Centre Operations leadership within Insurance/Financial Services or highly regulated environments
• 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
• Rolling out workforce management

This is a high-impact interim role, for a credible contact centre leader, who can stabilise operations and deliver a future-ready operating model.

If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.

TXP takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce