Remote Contact Centre Operations Leader

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

Benefits offered by this job

Bonus up to 25%

Job summary

Swoop Recruitment is seeking a dedicated Contact Centre Operations Manager to lead an inbound customer contact operation across UK remote channels. You will manage around 30 FTE and shape the customer journey, ensuring high performance and customer satisfaction.

This hands-on leadership role requires strong people leadership, operational rigour and a drive to continuously improve. A salary £45k-£55k with a bonus opportunity up to 25% is offered.

Qualifications

• Experience leading inbound contact or customer service teams.
• Strong people management, coaching and performance-management skills.
• Experience working against operational KPIs and service-level targets.

Responsibilities

• Lead, coach and develop a team of ~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 customer 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 a strong internal talent pipeline.
• Work closely with operational colleagues to deliver a consistent, joined-up customer experience.
• Provide insight and recommendations to the COO on performance, resourcing and improvements.

Skills

People leadership

Inbound contact centre

Coaching

Performance management

Omnichannel

Resource planning

Contact centre tech

Data-driven

Tools

Genesys

Job description

Swoop Recruitment is seeking a dedicated Contact Centre Operations Manager to lead an inbound customer contact operation across UK remote channels. You will manage around 30 FTE and shape the customer journey, ensuring high performance and customer satisfaction.

This hands-on leadership role requires strong people leadership, operational rigour and a drive to continuously improve. A salary £45k-£55k with a bonus opportunity up to 25% is offered.