Remote Contact Center Operations Leader

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

Benefits offered by this job

Bonus up to 25%

Job summary

Swoop Recruitment is supporting a forward-looking, customer-focused business in appointing a Contact Centre Operations Manager to lead its inbound customer contact operation.

This hands-on leadership role manages around 30 FTE across telephone and live chat, shaping the customer journey and reporting to the COO. The role offers £45,000-£55,000 with a bonus up to 25% and remote UK work options.

Qualifications

• Proven experience leading inbound contact centre or customer service teams.
• Strong people management, coaching and performance-management skills.
• Experience working against operational KPIs and service-level targets.
• Omnichannel experience across phone, live chat and self-service.
• Ability to challenge established processes and drive improvements.

Responsibilities

• Lead, coach and develop a team of around 30 customer contact professionals.
• Create a high-performing, accountable team culture.
• Manage performance, attendance and adherence fairly and effectively.
• 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 of contact centre technology.
• Develop future team leaders and a strong internal talent pipeline.
• Collaborate with operations to deliver a consistent customer experience.
• Provide insights to the COO on performance and improvements.

Skills

People management

Coaching

Performance management

Omnichannel

KPI tracking

Resource planning

Operational leadership

Tools

Genesys

Job description

Swoop Recruitment is supporting a forward-looking, customer-focused business in appointing a Contact Centre Operations Manager to lead its inbound customer contact operation.

This hands-on leadership role manages around 30 FTE across telephone and live chat, shaping the customer journey and reporting to the COO. The role offers £45,000-£55,000 with a bonus up to 25% and remote UK work options.