Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint, one of the world's leading private asset growth investors, with over $75 billion of assets under management.
As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. With a strong heritage in secure payments and an expanding portfolio of cloud-native, omni-channel engagement solutions our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience.
Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.
The Role:
We are seeking a Contact Centre Operations Manager to lead the day-to-day delivery and performance of Eckoh’s inbound contact centre operations. The role is responsible for driving operational excellence, ensuring consistently high levels of customer service, efficiency, and client satisfaction, while maintaining strong oversight of performance management and supplier relationships. The role will lead a single-site contact centre operation, overseeing a hybrid and remote workforce of approximately 50–60 employees, including Advisors, Team Leaders, and supporting functions. The successful candidate will be accountable for fostering a high performing, engaged, and accountable culture, while ensuring the consistent delivery of operational targets, client SLAs, and broader business objectives.
Key Functional Responsibilities:
Operational Leadership & Service Delivery
- Manage the day-to-day operation of the Contact Centre to ensure client SLAs, operational KPIs and service standards are consistently achieved.
- Lead and support Team Leaders to drive operational performance, employee engagement and accountability across the advisor population.
- Create and maintain a positive, high-performing and customer-focused culture across both office-based and remote employees.
- Monitor and improve key operational metrics including: · SLAs / PCAs / KP’s· Advisor KPI performance· Forecast accuracy
Leadership, Coaching & Team Development
- Lead, coach and develop the Contact Centre management team to deliver agreed operational objectives and performance standards.
- Build a culture of accountability, ownership and continuous improvement throughout the operation.
- Work closely with HR to ensure employee relations matters are managed fairly, consistently and professionally
Client & Stakeholder Management
- Build effective operational relationships with clients and support day-to-day service delivery discussions.
- Lead operational service review meetings, focusing on service performance, delivery outcomes, key operational metrics, and continuous improvement actions.
- Work collaboratively with Account Management and Client Services teams to ensure strong operational outcomes are maintained.
Workforce Planning, Reporting & Financial Performance
- Work closely with the Planning & Data Analyst to support accurate forecasting, scheduling and resource planning activity.
- Support strong financial performance through effective operational management, productivity and workforce efficiency.
Compliance, Systems & Operational Standards
- Ensure Contact Centre operations comply with PCI DSS, GDPR and internal operational policies and procedures.
- Work closely with internal support teams to ensure Contact Centre systems and operational tools remain effective and fit for purpose.
Essentials:
- Proven experience leading Contact Centre operations and managing high-performing teams within a fast-paced, customer-focused environment.
- Demonstrable success in managing operational performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and client objectives, driving continuous improvement and service excellence.
- Experience working with workforce planning, forecasting and operational reporting processes.
- Commercial awareness with the ability to understand how operational performance impacts wider business performance.
- Experience working within PCI DSS and GDPR compliant operational environments.
- Good working knowledge of Contact Centre systems and operational tools including,
Workforce Management systems, CCaaS platforms & Microsoft Office applications,
(experience using reporting and MI tools such as Tableau or SAP Business Objects would be advantageous but is not essential)
Personal Profile:
- Strong leadership capability with the ability to motivate, coach, support and develop teams.
- Highly organised and operationally focused, with strong communication and interpersonal skills.
- Positive, proactive and solutions focused approach, with strong analytical and problem-solving capability.
- Able to build effective relationships with colleagues, clients and stakeholders at all levels.
Our Culture:
Our values sit at the heart of the culture at Eckoh:
We encourage and support everyone to grow with Eckoh
We challenge, listen, and are open minded to change and suggestions from others
As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients
We take personal ownership to strive for excellence in whatever we do
We are welcoming, embrace diversity and respect each other in a spirit of true humanity
Our benefits
- Focused on education and training (conference attendance, higher education sponsorship)
- Core Hours policy (10am to 4pm, flexible start and ends agreed with manager)
- 25 days holiday and increases with service
- Employee Recognition schemes
- Free tea, coffee, fresh fruit and snacks Relaxation floor (lunch area, quiet room, pool table, Xbox)
- Team days and Volunteering events
- Christmas & summer company events
- Pension scheme
- Discretionary annual bonus
- Life insurance
- Simply Health scheme
- Access to group Bupa membership scheme (Salary Sacrifice)
Join Us!
So, if you are an innovator and love to find creative solutions to challenges, are passionate about helping customers provide exceptional service then you should consider working here at Eckoh.
Pay: From £47,000.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company events
- Cycle to work scheme
- Free flu jabs
- Free parking
- Life insurance
- On-site parking
- Work from home
Work Location: Hybrid remote in Hemel Hempstead HP3 9HN
