Contact Centre Ops Lead (4-on 4-off)

Markerstudy Group; Chesterfield; On-site; GBP 32,000 - 42,000; Full time

Job summary

Markerstudy Group is seeking an experienced Shift Manager to join our Contact Centre leadership team. The role is to provide real-time leadership, make critical decisions during periods of changing demand, and ensure exceptional service delivery to customers.

The position operates on a 4 on, 4 off rotating shift pattern across 12-hour day and late shifts, acting as the operational lead, supporting Team Managers, managing performance, resolving escalations, and ensuring colleagues have the

Qualifications

• Experience leading a contact centre operations team.
• Strong knowledge of KPIs like service level and call performance.
• Ability to make quick, well-reasoned decisions under pressure.
• Excellent communication with stakeholders at all levels.
• Proven escalation management and problem-solving skills.

Responsibilities

• Lead contact centre operations during each shift, maintaining service levels and performance.
• Monitor live demand, queues and performance; make real-time decisions to manage risks.
• Collaborate with Team Managers and Resource Planning on staffing and demand changes.
• Act as escalation point for complex issues and ensure safe handling of vulnerable customers.
• Provide clear shift updates and maintain handovers for continuity.

Skills

Contact centre leadership

KPI understanding

Decision making under pressure

Stakeholder communication

Escalation management

Vulnerable customers care

Team leadership

Integrity & confidentiality

Job description

Markerstudy Group is seeking an experienced Shift Manager to join our Contact Centre leadership team. The role is to provide real-time leadership, make critical decisions during periods of changing demand, and ensure exceptional service delivery to customers.

The position operates on a 4 on, 4 off rotating shift pattern across 12-hour day and late shifts, acting as the operational lead, supporting Team Managers, managing performance, resolving escalations, and ensuring colleagues have the