Are you a confident people leader with a strong track record of delivering performance through Team Leaders and frontline teams? We are looking for an experienced Operations Manager to lead an established team of approximately 50 people within a fast-paced Contact Centre sales and service environment. This role will focus on driving a high-performance agenda, strengthening capability, improving consistency and helping teams deliver excellent customer, service outcomes.
About the role
In this role, you will lead an established area of approximately 50 people within the Contact Centre, working through Team Leaders to create a clear, consistent and accountable performance environment. You will set expectations, build confidence in your leaders and ensure the right coaching, routines and follow-through are in place to support strong day-to-day delivery.
The focus of the role is to strengthen performance across an existing operation. You will use data and insight to understand trends, identify barriers and agree practical actions that improve sales, service, quality, customer experience and operational outcomes. A key part of the role will be raising standards, embedding effective performance conversations and supporting teams to deliver consistently against agreed KPIs.
Working closely with internal stakeholders and key client contacts, you will contribute to operational updates, support service delivery and help identify opportunities for continuous improvement. You will be expected to bring structure, pace and credibility to the role, balancing commercial performance with a strong focus on people, engagement and customer experience.
This is an excellent opportunity for an ambitious operations leader: someone who can deliver sustained performance through an established team while continuing to build the leadership capability and confidence to take on broader responsibility as the business grows.
The role is based in one of Europe’s most progressive omni-channel customer experience centres. You will be joining an award-winning team and culture within a business experiencing significant growth and expansion.
Key responsibilities
You are an experienced contact centre leader who is comfortable leading, improving performance and developing people. You bring operational discipline, strong communication skills and the confidence to set standards, challenge constructively and support teams to deliver. You are commercially aware, people-focused and ready to grow into broader operational responsibility over time.
We offer
Established in 2006, Uniquely boasts a wealth of experience in diverse markets, collaborating with various organisations to enhance customer engagement and satisfaction. Their expertise, rooted in knowledge and practical experience, spans service solutions in sectors such as Energy, Financial Services, Medical Technology, Telecoms, Media, and Retail.
Uniquely has Customer Engagement Centres in Dundalk and Galway, field sales teams operating nationwide, as well as offices in Manchester; these locations were all chosen to optimise service delivery, foster collaboration and support local economies.
Uniquely is a Deloitte Best Managed Company (Platinum Partner) and has also been awarded the Guaranteed Irish symbol for its commitment to excellence and innovation, local jobs and communities.
Our dedication and excellence have been recognised recently with various awards. We are a Deloitte Best Managed Company - Platinum Partner since 2016. We received the Outsource Partnership of the Year award at the Contact Centre Management Association Awards in 2022. Furthermore, we were named the Large Employer of the Year in 2020 by Generation Apprenticeship.
