Remote Inbound Contact Center Operations Leader

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

Job summary

Swoop Recruitment is seeking a Contact Centre Operations Manager to lead its inbound customer contact operation in the UK, with remote work option. You will manage an inbound team of around 30 FTE, oversee telephone and live chat, and shape the wider customer contact strategy alongside the COO.

A hands-on, people-first leader who can drive performance, improve journeys and create a high-performing culture is essential.

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.
• Omnichannel understanding across phone, live chat and self-service.

Responsibilities

• Lead and develop a team of around 30 customer contact professionals.
• Own day-to-day service levels across telephone and live chat.
• Monitor KPIs: service level, quality, productivity, adherence and shrinkage.
• Collaborate with COO to shape the broader customer contact strategy.

Skills

People leadership

Inbound contact management

Performance management

Tools

Genesys

Job description

Swoop Recruitment is seeking a Contact Centre Operations Manager to lead its inbound customer contact operation in the UK, with remote work option. You will manage an inbound team of around 30 FTE, oversee telephone and live chat, and shape the wider customer contact strategy alongside the COO.

A hands-on, people-first leader who can drive performance, improve journeys and create a high-performing culture is essential.