About The Team
We are seeking a hands-on L1 Customer Support Operations Manager to own day-to-day execution and performance of L1 support operations. This role is accountable for service delivery, workforce discipline, and regulatory adherence across all L1 customer touchpoints.
The role sits within the Customer Service organisation and focuses strictly on L1 execution, while partnering closely with Operations Excellence, Risk, Compliance, and Product teams to ensure consistent customer experience and controlled escalation into L2 and beyond.
Job Description
L1 Operating Model & Execution
- Own the end-to-end L1 operating model, including SLAs, KPIs, escalation thresholds, and daily performance cadence.
- Ensure clear scope separation between L1 and L2, with disciplined escalation handling.
- Drive consistent execution across calls, chats, and emails.
Workforce & Real-Time Operations
- Own L1 workforce planning in partnership with WFM, including forecasting, scheduling, and shrinkage control.
- Run real-time operations to ensure SLA adherence, queue balance, and surge response.
- Ensure attendance, adherence, and productivity standards are met daily.
Performance Management
- Track and optimize L1 KPIs including SLA, AHT, CSAT, FCR, Quality, and Productivity.
- Lead performance recovery plans for underperforming agents and teams.
- Ensure coaching, certification, and recertification cycles are completed on time.
Quality, Risk & Compliance
- Ensure L1 handling complies with regulatory requirements on complaint handling, disclosures, and data privacy.
- Partner with QA and Compliance to embed regulatory checks into daily L1 workflows.
- Identify operational risk trends early and escalate appropriately.
People Leadership & Capability
- Lead and develop Team Leaders, QA, and Trainers within the L1 scope.
- Ensure structured onboarding, nesting, and continuous learning for L1 agents.
- Build a strong L1 bench with clear performance expectations and career pathways.
Cross-Functional Coordination
- Work closely with L2 owners, Risk, Fraud, KYC, and Product teams to ensure clean handoffs and issue resolution.
- Partner with Operations Excellence on process improvements and automation opportunities.
- Support Head of CS on service reviews, escalations, and strategic initiatives.
Requirements
- 58 years experience in customer support operations or contact centre management.
- Strong hands-on experience running L1 operations at scale.
- Working knowledge of WFM and real-time operations.
- Exposure to regulated or high-risk customer environments preferred.
- Strong execution mindset with the ability to enforce standards while coaching teams.
- Comfortable operating in fast-changing, volume-driven environments.
