Remote Contact Centre Ops Leader | Customer Experience

Swoop Recruitment; Normanton on Trent; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Bonus up to 25%

Job summary

Swoop Recruitment is partnering with a forward-thinking, customer-focused business to appoint a Contact Centre Operations Manager to lead its inbound customer contact operation.

The role is UK-based, remote, full-time and reports to the COO, overseeing an inbound team of around 30 FTE across telephone and live chat. You will shape the customer journey and drive performance improvements.

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.
• Focus on customer outcomes and omnichannel delivery.
• Experience using a contact centre platform such as Genesys or similar.

Responsibilities

• Lead, coach and develop a team of around 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 data to inform resource planning and scheduling.
• Identify opportunities to remove friction and improve the customer journey.
• Support the adoption of contact centre technology.
• Develop future team leaders and a strong internal talent pipeline.
• Collaborate with operations to deliver a consistent customer experience.
• Provide insight and recommendations to COO on performance and improvements.

Skills

People leadership

Operational leadership

Customer service

Performance management

Tools

Genesys

Job description

Swoop Recruitment is partnering with a forward-thinking, customer-focused business to appoint a Contact Centre Operations Manager to lead its inbound customer contact operation.

The role is UK-based, remote, full-time and reports to the COO, overseeing an inbound team of around 30 FTE across telephone and live chat. You will shape the customer journey and drive performance improvements.