Shift Operations Lead – Real-Time Contact Centre

Markerstudy Group; Birdholme; On-site; GBP 30,000 - 42,000; Full time

Job summary

Markerstudy Group is seeking an experienced Shift Manager to join our Contact Centre leadership team. You will lead on-shift operations, monitor demand and performance, and make real-time decisions to keep service levels high and customers satisfied.

The role emphasizes supporting Team Managers, resolving escalations, and promoting a safe, inclusive environment while driving continuous improvement and strong colleague engagement.

Qualifications

• Experience leading inbound contact centre operations.
• Strong knowledge of KPIs such as service level and customer outcomes.
• Ability to make quick, data-driven decisions under pressure.
• Excellent communication with stakeholders at all levels.

Responsibilities

• Lead contact centre operations during your shift, ensuring service levels, customer experience and operational performance are maintained.
• Monitor live demand, queues and performance, making real-time decisions to manage risks and optimise resource allocation.
• Work closely with Team Managers and Resource Planning to manage staffing challenges, including absence, changing demand and service recovery actions.
• Act as the escalation point for complex customer and operational issues, ensuring timely resolution and appropriate handling of vulnerable customers.
• Provide clear shift updates, manage incidents and maintain accurate handovers to support operational continuity.
• Support colleague wellbeing by promoting a safe, inclusive and positive working environment.
• Monitor quality, compliance and customer outcomes, identifying trends and opportunities to improve processes and reduce repeat contact.
• Champion a culture of accountability, continuous improvement and high performance across the Contact Centre.

Job description

Markerstudy Group is seeking an experienced Shift Manager to join our Contact Centre leadership team. You will lead on-shift operations, monitor demand and performance, and make real-time decisions to keep service levels high and customers satisfied.

The role emphasizes supporting Team Managers, resolving escalations, and promoting a safe, inclusive environment while driving continuous improvement and strong colleague engagement.