Head of Operations - Call Centre


£40,000 - £45,000

We are excited to be working in partnership with our Glasgow based client who are looking to recruit a Head of Operations to join their expanding team on a full-time basis.

Within this incredibly unique opportunity you will manage the delivery of operations by coordinating a team of Managers and Senior Team Leaders. You will lead, develop and motivate individuals across operations to successfully deliver the operational service strategy effectively.

Role Responsibilities

  • Provide coaching and development to Operations Managers and Team Leaders across a busy call centre environment ensuring first class service to customers and clients are received at all times
  • Create a positive and collaborative environment where employee engagement and satisfaction is a priority
  • Enable individuals to contribute towards process and performance improvement to drive productivity and ensure client satisfaction
  • Communicate effectively with all stakeholders
  • Assist in identifying and developing talent to aid succession
  • Enable individuals to contribute towards process and performance improvement to drive productivity and ensure client satisfaction
  • To manage performance by coaching Operations Managers, creating and maintaining development plans, conducting performance appraisals, recommending training, and encouraging individual employee participation in decision making
  • Set clear objectives to drive and maintain performance improvement plans with individuals to encourage maximum performance at operational level
  • To ensure that the resources available (staff, equipment, information etc.) are deployed to optimise productivity and minimise waste
  • Ultimately responsible for entirety of Operations ensuring adherence to all SLAs
  • To drive improvements in client service performance by deploying best practice customer service management and ensuring appropriate measurement and monitoring is established
  • To drive continuous improvement in customer service process and standards, as measured by Client SLA’s and other key metrics to increase business and client satisfaction
  • To generate a strong focus on revenue development through targeting and measuring team performance on business protection and growth
  • To review operating reports and resolve operational problems, maximizing client satisfaction with minimum costs
  • To sustain and grow business partnerships with clients by encouraging proactive solutions
  • To identify problems, analyse trends and implement corrective and preventive actions and to document and share any plans with the client
  • To deal effectively with client complaints and issues by ensuring clear communication to the appropriate person and by taking the appropriate documented action

To be considered for this opportunity, our client does require the following experience /background:

  • Proven work experience within a busy call centre environment working at a similar level
  • Previous background within an Outsourcing environment – desirable
  • Extensive experience of knowledge of operational tasks
  • Proven track record of exceeding KPI’s
  • Previous client management and relationship experience
  • Extensive problem-solving skills
  • Ability to negotiate and influence in a professional manner
  • Excellent communication and interpersonal skills
  • Strong analytical capability
  • Self-motivated, inspirational leader who continues to add value
  • Please Note – this position will be working from home with occasional meeting required in the Glasgow office


  • Starting salary of £40-45k per annum
  • Generous holiday allowance
  • Excellent training and massive career progression potential
  • Pension
  • Childcare voucher scheme
  • Life Assurance
  • Working 5 days out of 7 between the hours of 8am to 8pm (40hrs per week)

Next Steps

For further information, please apply by emailing your CV to Utopian Recruitment ASAP. Our client is looking to interview and recruit these positions as soon as possible.

To keep up to date with current opportunities be sure to follow the Utopian Professional Recruitment page on LinkedIn, Instagram & Facebook

Whilst Utopian Professional Recruitment strives to get in touch with all our applicants, it isn’t always possible. If you have not heard back from us within 5 working days after sending us your CV unfortunately you have not been shortlisted for this position.

Equal Opportunities

Utopian Professional Recruitment is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.



Apply Now