CX Operations Performance Manager

Are you ready to make a real difference? Join us at Boots as a CX Operations Performance Manager in Nottingham, Beeston. In this pivotal role within our Central Operations team, you will have the opportunity to shape the customer experience and drive performance improvements that truly matter. As a CX Operations Performance Manager at Boots, you'll take ownership of real time performance across our Customer Support Centre, protecting service, productivity, and customer experience throughout the trading day. This role is accountable for the day to day operational performance of the Boots Contact Centre, reporting to the Head of CX Operations and leading a team of Performance Analysts. This is a highly visible role, acting as a key escalation point for intraday service risks and operational incidents, and providing clear, timely updates to operational leaders. If you enjoy balancing pace, data, judgement, and collaboration, this role offers real influence over customer and colleague outcomes. What you'll be doing As a CX Operations Performance Manager, you will:

• Own real time performance management across all channels, monitoring live demand, queues, service levels, and productivity
• Take decisive intraday action to keep operations running smoothly and service on track
• Dynamically deploy resources and make post release schedule changes in line with the agreed operational plan
• Respond confidently to emerging risks and opportunities throughout the day
• Partner closely with the Operations Development Manager to translate forecasts and schedules into effective daily delivery
• Feedback intraday insight where trends highlight underlying or structural issues
• Collaborate with the Support & Change Manager to ensure training and change activity is delivered without compromising customer service
• Balance service, productivity, and colleague capability in a fast paced, real time environment
  
  Significant experience in real time performance management or workforce operations within a Contact Centre environment
• Proven experience managing intraday service performance across multiple channels
• Strong analytical capability, with confidence interpreting live data and acting decisively
• Excellent decision making skills under pressure
• Strong communication and influencing skills, with the ability to provide clear intraday updates
• Experience balancing service delivery, productivity, and colleague experience
• A calm, resilient, and accountable approach in fast paced environments
It would be great if you also have
• Experience leading or coaching performance or real time teams
• Exposure to workforce planning, forecasting, or scheduling disciplines
• Experience working closely with change, training, or transformation teams
• A continuous improvement mindset, using insight to refine real time strategies
• Experience operating in a large, complex, or multi channel contact centre
  
  At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
  
  Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.