Remote Contact Center Operations Leader

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

Benefits offered by this job

Bonus up to 25%

Remote work

Job summary

Swoop Recruitment in the United Kingdom seeks a Contact Centre Operations Manager to lead its inbound customer contact operation. This hands-on leadership role oversees around 30 FTE, covering telephone and live chat, with a focus on customer experience and continuous improvement.

Reporting to the COO, you will shape the customer journey, develop high-performing teams, manage performance and attendance, and drive resource planning and cross-functional collaboration.

Qualifications

• 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.
• Focus on customer outcomes and omnichannel contact across phone, live chat, and self-service.
• Experience using a contact centre platform such as Genesys, or a comparable system.

Responsibilities

• Lead, coach and develop a team of around 30 customer contact professionals.
• Create a positive, accountable and high-performing team culture.
• Manage performance, attendance and adherence effectively and fairly.
• Own day-to-day service levels across telephone and live chat.
• Monitor KPIs including service level, quality, productivity, adherence and shrinkage.
• Use contact volumes and data to inform resource planning and scheduling.
• Identify opportunities to remove friction and improve the customer journey.
• Support the effective use and adoption of contact centre technology.
• Develop future team leaders and create an internal talent pipeline.
• Work with operational colleagues to deliver a consistent, joined-up customer experience.
• Provide insight and recommendations to the COO on performance and improvements.

Skills

People leadership

Coaching

Performance management

KPIs & SLAs

Omnichannel awareness

Operational planning

Change management

Tools

Genesys

Job description

Swoop Recruitment in the United Kingdom seeks a Contact Centre Operations Manager to lead its inbound customer contact operation. This hands-on leadership role oversees around 30 FTE, covering telephone and live chat, with a focus on customer experience and continuous improvement.

Reporting to the COO, you will shape the customer journey, develop high-performing teams, manage performance and attendance, and drive resource planning and cross-functional collaboration.