Remote Contact Center Operations Lead

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

Job summary

Swoop Recruitment is seeking a Contact Centre Operations Manager to lead an inbound customer contact operation from the UK, remotely. The role oversees a team of around 30 FTE, guiding day-to-day performance across telephone and live chat to deliver exceptional service.

You will report to the COO and shape the wider customer contact strategy, driving improvements in processes, friction reduction and customer journeys while cultivating a high-performing culture.

Qualifications

• Proven experience leading an inbound contact centre or customer service operation.
• Strong people management, coaching and performance-management skills.
• Experience with operational KPIs and service-level targets.
• Omnichannel perspective across phone, live chat and self-service.

Responsibilities

• 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.

Skills

Inbound contact centre leadership

People management

Performance management

Omnichannel customer service

Genesys experience

Tools

Genesys

Job description

Swoop Recruitment is seeking a Contact Centre Operations Manager to lead an inbound customer contact operation from the UK, remotely. The role oversees a team of around 30 FTE, guiding day-to-day performance across telephone and live chat to deliver exceptional service.

You will report to the COO and shape the wider customer contact strategy, driving improvements in processes, friction reduction and customer journeys while cultivating a high-performing culture.