Swoop Recruitment
Contact Center Operations Manager
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Contact Centre Operations Manager
đź“Ť UK, Remote | Full-time, Permanent
ÂŁ45,000-55,000 + bonus (up to 25%)
Lead a team. Shape the customer experience. Raise the standard.
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.
The Role
This is a genuinely hands-on leadership position. 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.
Your responsibilities will include:
- Leading, coaching, and developing a team of around 30 customer contact professionals.
- Creating a positive, accountable, and high-performing team culture.
- 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.
- Identifying opportunities to remove friction and improve the customer journey.
- 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.
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Customer-first. Omnichannel. Always improving.
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 be expected to think beyond individual channels and understand how they work together to create a seamless customer journey.
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.
What we’re looking for
We’re looking for a people-first operational leader with a proven background managing inbound contact or customer service teams.
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You’ll ideally bring:
- 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.
- A genuine focus on customer outcomes, rather than simply internal metrics.
- 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.
- A track record of improving processes and removing friction from customer journeys.
- The confidence to challenge established ways of working and introduce meaningful improvements.
- A calm, structured, and consistent approach to operational leadership.
Why this role?
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.
đź“© Apply now or contact us for a confidential conversation about the opportunity.
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