Contact Centre Operations Manager UK, Remote | Full-time, Permanent £45,000-55,000 + bonus (up to 25%) Shape the customer experience. We’re delighted to be supporting a forward-thinking, customer-focused business in the appointment of a Contact Centre Operations Manager to lead its inbound customer contact operation. This is an exciting opportunity for an experienced contact centre or customer service leader who thrives on building high-performing teams, improving customer journeys and creating an operation that delivers consistently exceptional service. Reporting directly to the Chief Operating Officer , you’ll take ownership of an inbound team of around 30 FTE , overseeing day-to-day performance across telephone and live chat while helping shape the wider customer contact strategy. You’ll be responsible for much more than hitting service-level targets; you’ll create a culture where people perform at their best, customers receive the right support at the right time, and the operation continually evolves. Leading, coaching and developing a team of around 30 customer contact professionals. 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. 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. The successful candidate will understand that modern customer service is not simply about answering the phone quickly . Customers move between telephone, live chat and self-service depending on what they need. You’ll challenge existing processes, identify where customers experience unnecessary friction and make a compelling case for new ways of working, including where technology and self-service can genuinely improve the experience. We’re looking for a people-first operational leader with a proven background managing inbound contact or customer service teams. 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. An understanding of omnichannel customer contact across phone, live chat and self-service. Experience using a contact centre platform such as Genesys , or a comparable system. This is a chance to take ownership of a sizeable customer-facing operation and make a visible difference to the performance of the team, the experience of customers and the way the wider business operates. If you’re an ambitious contact centre leader who combines strong people leadership with operational rigour, customer obsession and a genuine appetite for improvement , we’d love to hear from you.
Contact Center Manager/ Operations Manager employer: Swoop Recruitment
Join a dynamic and innovative company that prioritises customer satisfaction and employee development. As a Contact Center Operations Manager, you'll benefit from a supportive work culture that encourages collaboration and continuous improvement, alongside competitive compensation and performance bonuses. With opportunities for personal growth and the chance to shape a high-performing team, this remote role offers a fulfilling career path in a forward-thinking environment.
