Contact Centre Operations Manager

ARE YOU THE ONE?

Join us in driving Samsung’s mission to be the Number 1 manufacturer across UK and overseas contact centres.

In this role, you’ll collaborate with senior leaders and channel partners to deliver strategies that enhance premium market share and customer experience.

With a focus on identifying growth opportunities, managing key programmes, and fostering strong stakeholder relationships, you’ll play a pivotal part in ensuring operational excellence and continual improvement.

Apply now!If you’re a solution-driven professional with a passion for delivering results, this is your chance to make an impact

This role covers North East / North West of the UK

WHAT YOU’LL BE UP TO

COLLABORATION & COMMUNICATION

Drive success in Samsung's Contact Centre channels by collaborating with key stakeholders.

Plan and execute impactful initiatives

Lead resource planning, deliver actionable channel and competitor insights

Ensure seamless implementation of events and activities aligned with team objectives

You’ll create engaging training content for onshore and offshore partners

Analyse data, refine communications, and support alignment during peak periods, ensuring operational excellence and compliance across departments

INNOVATIVE SOLUTIONS

Drive innovation by proposing and developing enhanced solutions for Contact Centre advisors, proactively addressing challenges before they arise. Analyse data to uncover opportunities, optimise processes, and showcase ROI to senior management.Continuously refine communication and training workflows to ensure seamless information flow and impactful sessions

ACTIVATION & PROJECT MANAGEMENT

Drive excellence across Samsung’s Contact Centre estate

Own tactical activations, branded zones, and compliance reporting while delivering top-tier training programs for new hires

Collaborate with cross-functional teams to execute impactful initiatives and provide critical business insights during peak periods

Manage activity scorecards, ensure a seamless training roadmap, and work with channel managers to deliver timely, engaging content that elevates performance

REPORTING

Drive visibility and performance across Samsung's mobile business by delivering impactful reporting and actionable insights

Analyse data, track competitor activity, and provide strategic feedback to enhance outcomes

Collaborate with management to refine processes, share product performance insights, and support key planning objectives

Be the go-to for coordination and reporting that fuels success in the Contact Centre channels

ARE YOU OUR PERFECT PARTNER?

• You’re skilled in operational planning and implementation, adept at managing multiple customers and programs.
• You’re experienced in maximising investment (ROI) and delivering measurable results.
• You’re well-versed in multi-site field-based management, ensuring consistency and excellence.
• You’re analytical, with strong knowledge of management information and systems.
• You’re commercially astute, with the ability to spot opportunities and drive success.
• You’re detail-oriented, documenting ideas and actions to enhance performance.
• You’re a natural relationship builder, confident in customer-facing roles and stakeholder engagement.
• You’re adaptable and resilient, thriving in dynamic and fast-paced environments.
• You’re flexible, willing to travel, and hold a clean driver’s license.
• You’re a multitasker, skilled at managing tight deadlines and high-profile tasks.
• You’re a solution-based thinker, focused on overcoming challenges with creativity and precision.
• You’re passionate about delivering excellence, with a keen eye for detail and results

WHAT YOU CAN EXPECT FROM US

• Competitive Salary: £37,000 - £40,000 Per Annum
• 10% Performance Bonus
• Company Car
• Company Sick Pay
• Samsung Discounts
• Life Assurance: 4 times your annual salary
• Perkbox (Rewards Portal)
• ETHIC Values - Employee of the month: a chance to win a £500 lifestyle voucher!