Remote Contact Centre Operations Leader

Swoop Recruitment; Wollaton; 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 Contact Centre Operations Manager to lead an inbound customer contact operation in the UK, with responsibility for ~30 FTE across telephone and live chat. You will shape the customer experience, drive service levels and performance, and partner with the COO on strategy and improvements.

The role demands hands-on leadership, a track record of coaching teams, and a passion for continuous improvement in customer journeys and processes.

Qualifications

• Proven experience leading inbound contact centre or customer service teams.
• Strong people management and coaching skills.
• Experience working with operational KPIs and service level targets.
• Understanding of omnichannel customer contact across phone, live chat and self-service.

Responsibilities

• Leading, coaching and developing a team of around 30 customer contact professionals.
• Owning day-to-day service levels across telephone and live chat.
• Monitoring KPIs including service level, quality, productivity, adherence and shrinkage.
• Using contact volumes and customer data to inform resource planning and scheduling.
• Identifying opportunities to remove friction and improve the customer journey.
• Supporting the effective use and adoption of contact centre technology.
• Developing future team leaders and creating a strong internal talent pipeline.
• Providing insight and recommendations to the COO on performance and improvements.

Skills

Leadership

People management

Inbound contact centre

Omnichannel

KPI management

Tools

Genesys

Job description

Swoop Recruitment is seeking a Contact Centre Operations Manager to lead an inbound customer contact operation in the UK, with responsibility for ~30 FTE across telephone and live chat. You will shape the customer experience, drive service levels and performance, and partner with the COO on strategy and improvements.

The role demands hands-on leadership, a track record of coaching teams, and a passion for continuous improvement in customer journeys and processes.