Remote Contact Centre Operations Leader

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

Job summary

Swoop Recruitment is supporting a forward-thinking, customer-focused business in appointing a Contact Centre Operations Manager to lead its inbound customer contact operation across the UK, including remote delivery. You’ll manage an inbound team of around 30 FTE, overseeing day-to-day performance across telephone and live chat while shaping the wider customer contact strategy.

This hands-on leadership role requires a track record of improving processes, coaching talent and driving service

Qualifications

• Proven 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.
• Experience with omnichannel contact across phone, live chat and self-service.
• Familiarity with contact centre technology such as Genesys.

Responsibilities

• Lead, coach and develop a team of around 30 customer contact professionals.
• Create a positive, accountable and high-performing team culture.
• 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 customer data to inform resource planning.
• Develop future team leaders and strong internal talent pipeline.
• Work with COO and colleagues to deliver a consistent customer experience.

Skills

Inbound contact centre leadership

People management

KPI management

Omnichannel understanding

Process improvement

Tools

Genesys

Job description

Swoop Recruitment is supporting a forward-thinking, customer-focused business in appointing a Contact Centre Operations Manager to lead its inbound customer contact operation across the UK, including remote delivery. You’ll manage an inbound team of around 30 FTE, overseeing day-to-day performance across telephone and live chat while shaping the wider customer contact strategy.

This hands-on leadership role requires a track record of improving processes, coaching talent and driving service