Head of Contact Centre Operations

Role: Head of Contact Centre Operations

Location: Hemel Hempstead (office based)

Salary: Up to £80,000 DOE + benefits

Hours: 35 hours per week Mon-Fri (to business needs)

Term: 6 month fixed term contract

I am looking to recruit an exceptional operational leader to join my client as a Head of Contact Centre Operations on a fixed term contract. Reporting to the Director of Operations while leading Team Leaders and Frontline Advisors.

This is an exciting opportunity to lead a customer-focused operation to deliver outstanding service and support to customers. The successful candidate will be responsible for driving operational excellence, developing leadership capability, and ensuring a consistently high-quality customer experience while supporting continued growth across the team.

Do you have experience within a high-volume call centre or contact centre operation delivering service through telephone and email channels?

Have you led complex operational transformation, service redesign, technology implementation and change adoption while maintaining team performance?

This is a Head of Contact Centre Operations role with accountability for service performance, workforce planning, quality assurance, and continuous improvement across the operation.

As Head of Contact Centre Operations, you will have overall responsibility for the performance and day-to-day leadership of the operational function, across customer support.

Working closely with senior leaders and key stakeholders across, you will contribute to the ongoing development of the function, ensuring it remains customer-focused, commercially effective, and aligned to organisational objectives.

Experience of the successful Head of Contact Centre Operations?

We are looking for a proven operational leader with significant experience managing contact centre operations.

Do you have a strong track record of leading high-performing teams, improving operational performance? Experience managing multiple teams and developing leadership capability is essential, alongside the ability to create a culture that drives accountability, engagement, and continuous improvement.

Can you bring a data-driven approach to decision making, using KPIs, service metrics and l insight to improve performance and customer outcomes. Strong stakeholder management skills are critical, with the ability to influence, collaborate, and build effective relationships across a range of functions.

Please follow the link to apply for this Head of Contact Centre Operations role on a fixed term basis based in Hemel Hempstead.

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