Remote Contact Centre Ops Lead - 30-Seat Team, Impactful

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

Job summary

Swoop Recruitment is recruiting a Contact Centre Operations Manager for a remote UK role. You will lead an inbound customer contact operation and manage a circa 30 FTE team across telephone and live chat to deliver exceptional service.

You will drive omnichannel customer journeys, coach leaders, and partner with the COO to shape operations and performance improvements. A hands-on leadership style is essential.

Qualifications

• Experienced in leading inbound contact or customer service teams.
• Strong people management and coaching skills.
• Track record of meeting KPIs and service levels.

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

People leadership

Inbound contact

Coaching

Performance mgmt

Omnichannel

KPI management

Resource planning

Ops strategy

Tools

Genesys

Job description

Swoop Recruitment is recruiting a Contact Centre Operations Manager for a remote UK role. You will lead an inbound customer contact operation and manage a circa 30 FTE team across telephone and live chat to deliver exceptional service.

You will drive omnichannel customer journeys, coach leaders, and partner with the COO to shape operations and performance improvements. A hands-on leadership style is essential.