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Senior Operations Manager

Ref: AS6207480

Walsall, UK

£65,000

  • Permanent
  • Contact Centre Leadership
  • Fleet Operations
  • Operational Improvement

About the candidate

A commercially minded Senior Operations Manager with extensive experience leading large-scale contact centre operations across the fleet, automotive and logistics sectors. They have managed teams of up to 100 people and supported operations covering more than 5,000 vehicles, bringing a strong focus on service delivery, customer experience and operational performance.

They are confident working in fast-paced, high-pressure environments and are known for building accountable, high-performing teams. With a practical approach to continuous improvement, stakeholder management and performance metrics, they are well placed to support strategic growth and lead service-focused operations.

What makes them great?

  • Proven operational impact: Delivered around a 20% reduction in response times within a large fleet contact centre, helping to improve service delivery and customer experience.
  • Strong people leadership: Led teams of up to 100 people, introducing training and development programmes that increased productivity by around 30%.
  • Commercially focused improvement: Helped streamline processes to reduce operational costs by around 15%, while also supporting a 25% increase in customer retention through improved systems and metrics.

Areas of expertise

  • Contact Centre Operations: Experienced in leading busy customer contact environments, improving response times, service levels and overall team performance.
  • Fleet & Automotive Services: Strong background supporting vehicle-related operations, with experience managing services for fleets of more than 5,000 vehicles.
  • Performance Improvement: Skilled in using CRM systems, KPIs and performance tracking to improve productivity, retention and customer satisfaction.