Remote Inbound Contact Centre Leader

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

Job summary

The client is seeking a Contact Centre Operations Manager to lead its inbound customer contact operation in the UK, with responsibility for a team of around 30 FTE across telephone and live chat. Reporting to the COO, you will shape the customer journey and drive improvements to deliver exceptional service.

This hands-on leadership role requires a customer-obsessed, people-focused leader who can develop talent and foster a high-performance culture across the operation.

Qualifications

• Proven experience leading an inbound contact centre or customer service operation.
• Strong people management and coaching skills.
• Experience working with operational KPIs and service-level targets.
• Experience with omnichannel contact across phone, live chat and self-service.
• Ability to improve processes and remove friction in customer journeys.

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.
• 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 customer data to inform resource planning and scheduling.
• Identify opportunities to remove friction and improve the customer journey.
• Support the effective use of contact centre technology.
• Develop future team leaders and internal talent pipeline.
• Work with operational colleagues to deliver a consistent customer experience.
• Provide insight and recommendations to COO on performance and improvements.

Skills

Inbound leadership

People management

KPI management

Omnichannel

Genesys

Coaching

Tools

Genesys Platform

Job description

The client is seeking a Contact Centre Operations Manager to lead its inbound customer contact operation in the UK, with responsibility for a team of around 30 FTE across telephone and live chat. Reporting to the COO, you will shape the customer journey and drive improvements to deliver exceptional service.

This hands-on leadership role requires a customer-obsessed, people-focused leader who can develop talent and foster a high-performance culture across the operation.