Remote Contact Centre Operations Leader

Capita; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Work from home

23 days' holiday (rising to 27)

Pension auto-enrolment

Life assurance

Cycle to work

Job summary

Capita is recruiting for a senior Contact Centre operations leader to design, mobilise and oversee end-to-end operating models across voice, email, chat, and automated journeys. You will work with technical and operational teams to ensure seamless service delivery and readiness for go-live.

The role focuses on stabilising new or transitioning services, defining performance metrics, and driving continuous improvement post-launch, with a strong emphasis on customer experience and efficiency.

Qualifications

• Extensive experience leading live Contact Centre operations in a complex multi-channel environment.
• Experience designing and operating service models across people, process, technology, data, knowledge and governance.
• Proven ability to mobilise and stabilise new or transitioning services with cutover planning and readiness.
• Experience managing omnichannel service delivery including voice, email, chat, service requests and virtual agents.
• Strong understanding of contact centre performance management: CSAT, SLA/KPI, queue management and forecasting.
• Ability to translate solution capability into workable operating procedures and live service behaviours.

Responsibilities

• Owns design, mobilisation and ongoing operation of the Contact Centre operating model.
• Leads the development of the contact centre service blueprint and operating models (high-level and detailed).
• Defines operation across voice, email, chat, service requests, virtual agents and assisted channels.
• Collaborates with technical, integration and operational teams to align with capita capability.
• Leads workshops with clients, SI, Hub, third parties and internal teams to agree scope, responsibilities and decisions.
• Owns operational readiness including training input, knowledge requirements, schedule alignment and cutover preparation.
• Establishes operational controls: queue visibility, demand and capacity management, quality monitoring and KPI tracking.

Job description

Capita is recruiting for a senior Contact Centre operations leader to design, mobilise and oversee end-to-end operating models across voice, email, chat, and automated journeys. You will work with technical and operational teams to ensure seamless service delivery and readiness for go-live.

The role focuses on stabilising new or transitioning services, defining performance metrics, and driving continuous improvement post-launch, with a strong emphasis on customer experience and efficiency.