Contact Centre Operations Lead

Capita; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Work from home

23 days' holiday (rising to 27)

Pension auto-enrolment

Life assurance

Cycle to work

Job summary

Capita is recruiting for a senior Contact Centre operations leader to design, mobilise and oversee end-to-end operating models across voice, email, chat, and automated journeys. You will work with technical and operational teams to ensure seamless service delivery and readiness for go-live.

The role focuses on stabilising new or transitioning services, defining performance metrics, and driving continuous improvement post-launch, with a strong emphasis on customer experience and efficiency.

Qualifications

• Extensive experience leading live Contact Centre operations in a complex multi-channel environment.
• Experience designing and operating service models across people, process, technology, data, knowledge and governance.
• Proven ability to mobilise and stabilise new or transitioning services with cutover planning and readiness.
• Experience managing omnichannel service delivery including voice, email, chat, service requests and virtual agents.
• Strong understanding of contact centre performance management: CSAT, SLA/KPI, queue management and forecasting.
• Ability to translate solution capability into workable operating procedures and live service behaviours.

Responsibilities

• Owns design, mobilisation and ongoing operation of the Contact Centre operating model.
• Leads the development of the contact centre service blueprint and operating models (high-level and detailed).
• Defines operation across voice, email, chat, service requests, virtual agents and assisted channels.
• Collaborates with technical, integration and operational teams to align with capita capability.
• Leads workshops with clients, SI, Hub, third parties and internal teams to agree scope, responsibilities and decisions.
• Owns operational readiness including training input, knowledge requirements, schedule alignment and cutover preparation.
• Establishes operational controls: queue visibility, demand and capacity management, quality monitoring and KPI tracking.

Job description

Responsibilities

• Owns the design, mobilisation and ongoing operation of the Contact Centre operating model,
• Leads the development of the Contact Centre service blueprint, high-level and detailed operating model
• Defines how the Contact Centre will operate across voice, email, chat, service requests, virtual agents, automation-enabled journeys and assisted channels, ensuring a consistent experience for users and advisors.
• Works with technical, integration and operational teams to ensure the Contact Centre aligns with the Capita contact centre capability
• Leads client, SI, Hub, third-party and internal workshops to agree operational scope, channel responsibilities, resolver ownership, routing assumptions, dependencies, risks and decisions required to establish a coherent end-to-end service.
• Owns operational readiness for the Contact Centre, including training input, knowledge requirements, schedule alignment, cutover preparation, dress rehearsals, service acceptance, hypercare planning and transition issue resolution.
• Establishes operational controls for the live Contact Centre, including queue visibility, demand and capacity management, quality monitoring, performance reporting, CSAT and user feedback, SLA/KPI tracking and continuous improvement routines.

About You

• Extensive experience leading live Contact Centre, contact centre or shared service operations in a complex, multi-channel environment, ideally supporting public sector or large-scale business process services.
• Strong experience designing and operating service models across people, process, technology, data, knowledge, quality, reporting, workforce management and governance.
• Proven ability to mobilise and stabilise new or transitioning services, including cutover planning, operational readiness, hypercare, defect and issue management, and continuous improvement after go-live.
• Experience of managing omnichannel service delivery, including voice, email, chat, service request handling, virtual agents, assisted channels and escalation to specialist resolver groups.
• Strong understanding of Contact Centre performance management, including queue management, demand forecasting, resource planning, quality monitoring, CSAT, user feedback, SLA/KPI management and service improvement.
• Able to work with technical and operational teams to translate solution capability into workable operating procedures, integration requirements, hand-offs, controls and live service behaviours.
• Experience working with ERP, CRM, contact centre, workflow, reporting and knowledge management platforms, with the ability to ensure operational processes remain aligned to system capability.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

What's in it for you?

• A competitive basic salary
• Work from home
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We're committed to your growth - offering endless opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

Customer first, always Fearless innovation Achieve together Everyone is valued

AI & Fair Recruitment at Capita

At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.

How We Use AI in Our Hiring Process

To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you.

At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process.

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.