Jun 25, 2026
Contact Centre Operations Manager (Digital & Direct Operations Manager)
Duration: 6-12 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.
Key experience required:
Senior Contact Centre Operations leadership within Insurance or Financial Services - ESSENTIAL
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...
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Inside IR35
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West Midlands, UK
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