Head of Operations

Head of Operations

Red Recruitment are recruiting for an experienced and results-driven Head of Operations for our client to lead their contact centre function.

This role is vital in ensuring exceptional customer experience, operational efficiency, and service delivery across all customer channels. The successful candidate will bring strong leadership, a data-driven mindset, and a proven ability to maximise performance in a fast-paced contact centre environment.

The salary for the role is up to £80,000 Per Annum with fantastic company benefits.

Benefits and Package for a Head of Operations:

Salary: Up to £80,000 per annum
Hours: Monday - Friday, hours between 8am - 6pm
Contract type: Permanent
Location: Leeds
Free parking
Health and wellbeing programme
Bonus scheme (monthly bonus)
Overtime availability
Internal recognition schemes with financial award
Pension scheme
33 days annual leave (including bank holidays and your birthday)
Support and training provided
Career progression opportunitiesKey Responsibilities of a Head of Operations

Lead and oversee all contact centre operations, ensuring high levels of customer satisfaction and service delivery
Develop and implement operational strategies to improve performance, efficiency, and scalability
Manage KPIs such as service levels, call handling times, customer satisfaction (CSAT), and first contact resolution
Drive continuous improvement initiatives to enhance processes, systems, and customer journeys
Oversee workforce planning, forecasting, and resource management to meet demand
Collaborate with quality assurance and training teams to maintain high service standards
Analyse performance data and produce reports to inform strategic decisions
Ensure compliance with regulatory requirements and internal policies
Lead, coach, and develop team leaders and managers, fostering a high-performance culture
Manage budgets and identify cost-saving opportunities without compromising service quality
Handle escalations and ensure effective resolution of complex customer issues

Key Skills and Experience of a Head of Operations

Strong leadership and team management experience within a contact centre environment
Excellent understanding of contact centre metrics and performance management
Proven ability to drive operational improvements and deliver measurable results
Strong analytical skills with the ability to interpret data and trends
Exceptional communication and stakeholder management skills
Experience with workforce management and contact centre technologies (e.g., CRM systems, diallers)
Ability to manage change and lead transformation initiatives
High level of resilience and ability to perform under pressure

If you are interested in this position and have the relevant skills and attributes required, please apply now!

Red Recruitment (Agency)