Customer Contact Operations Lead

Schneider Electric; Warrington; On-site; GBP 58,000 - 86,000; Full time

Benefits offered by this job

Health and life insurance

Paid time off

Parental and care leave

Flexible work options

Confidential counseling

Job summary

Schneider Electric is seeking a Team Leader for Customer Contact Operations in the UK to lead a frontline team of about 15, including two Senior Specialists. You will manage phone, email, chat, and digital channels, ensuring a consistent, high-quality customer experience across the business.

You’ll own day-to-day performance, drive service levels, and coach the team to improve productivity and engagement while navigating change and cross-functional collaboration.

Qualifications

• Experience leading a customer service, contact centre or customer support team.
• Strong people leadership, coaching and performance management skills.
• Experience working in a fast-paced, customer-focused operation.
• Track record of improving customer experience, productivity or operational performance.
• Experience leading teams through change.
• Strong stakeholder management and influencing skills.
• Confident using data and insights to make decisions.

Responsibilities

• Lead, coach and develop a high-performing customer contact team.
• Deliver against service levels, productivity, quality and customer experience targets.
• Manage workload and resources to meet changing customer demand.
• Coach colleagues, manage performance and support career development.
• Take ownership of complex customer issues and escalations.
• Use performance data and customer feedback to identify improvements.
• Drive continuous improvement, automation and digital self-service.
• Lead your team through operational, organisational and technology change.
• Partner with teams across Sales, Technical Support, Services, Logistics, Marketing and Customer Care.

Skills

People leadership

Coaching

Performance management

Stakeholder management

Data-driven decisions

Multi-channel support

Tools

Salesforce

SAP

Job description

Schneider Electric is seeking a Team Leader for Customer Contact Operations in the UK to lead a frontline team of about 15, including two Senior Specialists. You will manage phone, email, chat, and digital channels, ensuring a consistent, high-quality customer experience across the business.

You’ll own day-to-day performance, drive service levels, and coach the team to improve productivity and engagement while navigating change and cross-functional collaboration.