Remote Contact Centre Operations Leader (Omnichannel)

Swoop Recruitment; Newcastle upon Tyne; On-site; GBP 45,000 - 55,000; Full time

Job summary

Swoop Recruitment in the United Kingdom is seeking a Contact Centre Operations Manager to lead its inbound customer contact operation, overseeing an approximate 30 FTE team and driving a high-performing, omnichannel service.

Reporting to the COO, you will shape the customer journey, manage performance against SLAs, champion process improvements and develop future leaders, while ensuring exceptional customer outcomes across phone and live chat.

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.
• A genuine focus on customer outcomes, rather than internal metrics.
• An 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.
• Creating a positive, accountable and high-performing team culture.
• Managing performance, attendance and adherence effectively and fairly.
• 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.
• Working closely with operational colleagues to deliver a consistent, joined-up customer experience.
• Providing insight and recommendations to the COO on performance, resourcing and operational improvements.

Skills

Leadership

People management

Coaching

Performance management

Operational leadership

Customer obsession

Omnichannel

Tools

Genesys

Job description

Swoop Recruitment in the United Kingdom is seeking a Contact Centre Operations Manager to lead its inbound customer contact operation, overseeing an approximate 30 FTE team and driving a high-performing, omnichannel service.

Reporting to the COO, you will shape the customer journey, manage performance against SLAs, champion process improvements and develop future leaders, while ensuring exceptional customer outcomes across phone and live chat.