Head of Contact Center Operations

About the role

Intervest is seeking a senior leader to build and run a high‑performing, commercially focused contact‑center operation that delivers excellent customer outcomes across all channels. The Head of Operations will oversee Operations Managers, foster a strong coaching culture, and act as the operational bridge between Intervest and its client Staysure.

Key responsibilities

• Own end‑to‑end performance for Customer Service, New Business and Renewals, setting KPI targets and ensuring daily performance management.
• Lead, coach and develop Operations Managers and Team Managers, establishing clear leadership standards and succession pathways.
• Act as the primary conduit between Intervest and Staysure, providing transparent reporting, risk escalation and governance support.
• Translate demand forecasts into staffing, scheduling and capacity plans while managing commercial and contractual obligations.
• Drive sales performance for New Business and Renewals through coaching, incentive design and continuous improvement.
• Ensure compliance with quality, regulatory and consumer‑fairness standards, turning insights into process improvements.

Required profile

• Significant senior leadership experience in a contact‑centre, BPO or customer‑operations environment.
• Proven track record of delivering KPI‑driven results through structured performance management and coaching.
• Strong knowledge of workforce and capacity management, forecasting and intraday scheduling.
• Experience managing client relationships and presenting performance to senior stakeholders.

Required skills

• Contact centre management
• Omnichannel customer service and sales operations
• Workforce planning and capacity management
• Commercial and contractual delivery in outsourced services