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.