Contact Center Operations Manager

Swoop Recruitment; Coalville; On-site; GBP 45,000 - 55,000; Full time

Job summary

Swoop Recruitment is partnering with a customer-focused business in Warrington to appoint a Contact Centre Operations Manager who will lead its inbound customer contact operation, including phone and live chat. Reporting to the COO, you will manage ~30 FTE, shape the customer journey, and drive improvements to service levels, quality and productivity.

This hands-on leadership role requires a track record of building high-performing teams and delivering consistent excellence in multichannel

Qualifications

• Lead a 30-seat inbound contact operation.
• Improve customer journeys and drive omnichannel consistency.
• Use KPIs to measure service levels, quality and productivity.

Responsibilities

• Lead, coach and develop a team of ~30 contact professionals.
• Own day-to-day service levels across phone and live chat.
• Inform resource planning and scheduling using contact data and KPIs.
• Develop future team leaders and a strong talent pipeline.
• Partner with COO on performance and operational improvements.

Skills

People leadership

Coaching

Performance management

Inbound contact centre

Omnichannel

Customer outcomes

Genesys

Tools

Genesys

Job description

Contact Centre Operations Manager

? UK, Remote | Full-time, Permanent

£45,000-55,000 + bonus (up to 25%)

Lead a team. Shape the customer experience. Raise the standard.

We’re delighted to be supporting a forward-thinking, customer-focused business in the appointment of a Contact Centre Operations Manager to lead its inbound customer contact operation.

This is an exciting opportunity for an experienced contact centre or customer service leader who thrives on building high-performing teams, improving customer journeys and creating an operation that delivers consistently exceptional service.

Reporting directly to the Chief Operating Officer, you’ll take ownership of an inbound team of around 30 FTE, overseeing day-to-day performance across telephone and live chat while helping shape the wider customer contact strategy.

The Role

This is a genuinely hands-on leadership position. You’ll be responsible for much more than hitting service-level targets; you’ll create a culture where people perform at their best, customers receive the right support at the right time, and the operation continually evolves.

Your responsibilities will include:

• Leading, coaching and developing a team of around 30 customer contact professionals.
• Creating a positive, accountable and high-performing team culture.
• Managing performance, attendance and adherence effectively and fairly.
• Owning day-to-day service levels across telephone and live chat.
• Monitoring KPIs including service level, quality, productivity, adherence and shrinkage.
• Using contact volumes and customer data to inform resource planning and scheduling.
• Identifying opportunities to remove friction and improve the customer journey.
• Supporting the effective use and adoption of contact centre technology.
• Developing future team leaders and creating a strong internal talent pipeline.
• Working closely with operational colleagues to deliver a consistent, joined-up customer experience.
• Providing insight and recommendations to the COO on performance, resourcing and operational improvements.

Customer-first. Omnichannel. Always improving.

The successful candidate will understand that modern customer service is not simply about answering the phone quickly.

Customers move between telephone, live chat and self-service depending on what they need. You’ll be expected to think beyond individual channels and understand how they work together to create a seamless customer journey.

You’ll challenge existing processes, identify where customers experience unnecessary friction and make a compelling case for new ways of working, including where technology and self-service can genuinely improve the experience.

What we’re looking for

We’re looking for a people-first operational leader with a proven background managing inbound contact or customer service teams.

You’ll ideally bring:

• Proven experience leading an inbound contact centre or customer service operation.
• Strong people management, coaching and performance-management skills.
• Experience working against operational KPIs and service-level targets.
• A genuine focus on customer outcomes, rather than simply internal metrics.
• An understanding of omnichannel customer contact across phone, live chat and self-service.
• Experience using a contact centre platform such as Genesys, or a comparable system.
• A track record of improving processes and removing friction from customer journeys.
• The confidence to challenge established ways of working and introduce meaningful improvements.
• A calm, structured and consistent approach to operational leadership.

Why this role?

This is a chance to take ownership of a sizeable customer-facing operation and make a visible difference to the performance of the team, the experience of customers and the way the wider business operates.

If you’re an ambitious contact centre leader who combines strong people leadership with operational rigour, customer obsession and a genuine appetite for improvement, we’d love to hear from you.