Contact Centre Operations Manager
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.