Senior Manager, CX Operational Excellence

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.

You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you'll also have one charity day allocated to support a cause that matters to you.  There are plenty of other perks. Apply to find out more.

Position summary

Leading operational strategy and performance within CX, this role combines specialist expertise in workforce management with operational design capability. You'll develop and execute operational strategies that enable exceptional customer experiences whilst driving efficiency.

Working in partnership with the Senior Manager, Customer Strategy & Experience, you'll ensure operational delivery models support customer journey requirements.

This role requires both strategic design capability and strong hands-on execution focus, defining how we deliver service across all channels.

Key accountabilities and responsibilities

- Lead resource planning oversight including workforce planning across GOCs, seasonal planning, and growth requirements
- Develop demand forecasting strategies with predictive models and scenario planning for business growth
- Provide staff scheduling governance ensuring balance between efficiency and satisfaction across time zones
- Drive operations control oversight including real-time performance monitoring and escalation procedures
- Manage budget control with cost-saving opportunities and business case development
- Lead quality assurance transformation implementing 3 lines of defence model and AI-powered monitoring
- Execute operational improvements delivering efficiency whilst maintaining quality standards
- Partner with Senior Manager, Customer Strategy to align operational capabilities with experience requirements
- Lead team of operational specialists (QA Lead, Resource Planning Lead, Operations Control Lead)
- Champion AI and automation strategy identifying opportunities and implementing approved improvements

Key performance indicators

- Resource utilisation and efficiency metrics across GOCs
- Forecast accuracy for demand planning
- Staff scheduling effectiveness and coverage metrics
- Budget variance and cost optimisation achievements
- Quality assurance transformation metrics
- Operational incident response effectiveness
- AI and automation initiative implementation success

Skills, knowledge, experience & qualifications

- Specialist expertise in workforce management and operational design
- Experience developing operational strategies in contact centre environment
- Strong analytical skills with ability to design and solve complex operational challenges
- Proven track record of balancing efficiency with quality
- Knowledge of contact centre technologies and automation
- Experience with quality assurance frameworks and operational excellence
- Ability to influence and collaborate across teams
- Professional certification in WFM, operations, or Lean/Six Sigma (desirable)

What are we all about? 

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence. 

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us We wholeheartedly believe in equality for all and the transformative power of diversity. 

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.

Love Work. Love Life. Be You.