Senior Manager Contact Centre Operations
IRIS Centre of Excellence - India
Job Description
JOB TITLE
Senior Manager, UK Contact Centre Operations
LOCATION
Chennai, India (Work from Office) | UK Business Hours (2:00 PM - 11:00 PM IST)
EMPLOYMENT TYPE
Full-Time | Permanent
Web Link : https://www.iris.co.uk/
ABOUT US
IRIS KPO Resourcing is the Global Capability Centre of IRIS Software Group (UK), a leading provider of software solutions for accountancy, payroll, HR, and education sectors. We're building a world-class customer operations team to deliver exceptional service to our UK-based customers.
Are you an experienced operations leader ready to drive excellence in a dynamic, fast-paced environment? We're seeking a Senior Manager to lead our UK Customer Contact Centre Operations and transform customer experience through operational innovation.
THE ROLE
As Senior Manager of UK Contact Centre Operations, you'll lead end-to-end inbound and outbound customer operations for a 100+ FTE organization. This is a strategic leadership role where you'll drive operational excellence, mentor senior teams, and deliver measurable business impact.
KEY RESPONSIBILITIES
Lead & Mentor
- Manage a team of Team Leads and Assistant Managers
- Develop high-performing teams through coaching and talent development
- Foster a culture of continuous improvement and operational excellence
Operational Leadership
- Own end-to-end inbound and outbound contact centre operations
- Oversee workforce planning, capacity management, and business continuity
- Partner with UK stakeholders through operational governance, MBRs (Monthly Business Reviews), and QBRs (Quarterly Business Reviews)
- Drive service delivery and stakeholder management excellence
Performance & Metrics
- Drive and optimize core KPIs: SLA, AHT, FCR, Abandonment Rate, CSAT, NPS, agent productivity, and quality audits
- Monitor outbound campaign performance and ROI
- Establish reporting frameworks and dashboards for real-time visibility
- Enhance customer satisfaction and operational efficiency
Strategic Initiatives
- Lead continuous improvement programs using Lean/Six Sigma methodologies
- Identify and capitalize on AI opportunities for process automation
- Collaborate with Product, Engineering, Customer Success, and Support teams to improve customer experience
- Drive process standardization and best practices across operations
Compliance & Risk
- Ensure full compliance with UK GDPR and organizational information security standards
- Maintain regulatory standards and audit readiness
- Implement quality assurance frameworks and compliance protocols
REQUIRED EXPERIENCE
- 14+ years in International Customer Services and Contact Centre Operations
- 6+ years of hands-on experience managing teams of 80+ FTEs
- Proven experience in UK, US, or European customer support operations in a managerial position (mandatory)
- Demonstrated track record of driving operational metrics and customer satisfaction
- Strong stakeholder management across UK-based clients
PREFERRED QUALIFICATIONS
- Experience in a Global Capability Centre (GCC) or captive shared services environment
- Background in SaaS, Software, Accountancy, Payroll, HCM (Human Capital Management), or EdTech domains
- Hands-on proficiency with CRM platforms (Salesforce, Zendesk, Freshdesk)
- Workforce Management (WFM) tools expertise
- Six Sigma Black Belt or COPC (Customer Operations Performance Center) certification
- MBA or equivalent business qualification
CORE COMPETENCIES
- Leadership: Ability to inspire and develop high-performing teams
- Stakeholder Management: Exceptional communication with UK-based senior executives
- Operational Excellence: Data-driven decision-making and process optimization
- Change Management: Proven ability to lead organizational transformation
- Business Acumen: Understanding of P&L, budgeting, and ROI optimization
- Resilience: Thrives in fast-paced, dynamic environments
WHAT WE OFFER
- Strategic Leadership Role: Lead a high-impact function in a growing global organization
- Competitive Compensation: Commensurate with experience and qualifications
- Professional Development: Access to training, certifications, and leadership programs
- Flexible Working: Work from office with UK business hours alignment
- Global Exposure: Partner with UK-based stakeholders and international teams
- Innovation Culture: Opportunity to drive AI and automation initiatives
- Inclusive Environment: Diverse, collaborative team culture
WHY JOIN US?
- Impact: Lead a 100+ FTE team delivering world-class customer service
- Innovation: Drive digital transformation and AI opportunities
- Growth: Grow your career within a fast-expanding global organization
- Excellence: Join a company committed to operational excellence and COPC standards
Stability: Work for an established, profitable software company with 45+ years of market presence