Are you a dynamic and driven leader with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where you can make a real impact? If so, this could be the perfect opportunity for you.
Job Summary
We are looking for an experienced Contact Centre Manager to take full operational responsibility for a high-performing customer service team. Leading a team of 10 direct reports and around 150 indirect reports, you will ensure the consistent delivery of key customer, people, and telephony metrics. Your leadership will be crucial in driving performance, enhancing the customer experience, and fostering a motivating and supportive workplace culture.
This is a full-time role, Monday to Friday (9 am – 5 pm, 35 hours per week), with some evening work and occasional weekend cover as required.
Your Role
As the Contact Centre Manager, you will be responsible for overseeing operations, ensuring performance targets are met, and driving continuous improvements. You will develop and implement strategies to enhance customer experience, streamline processes, and maintain a motivated workforce. Your ability to coach, inspire, and manage a large team effectively will be key to success. You will also manage budgets, employee relations, and performance, ensuring all activities align with company objectives.
About You
You are a natural leader with a track record of managing successful contact centre teams. Your ability to develop and motivate employees will be essential in maintaining high performance and morale. You excel in problem-solving, decision-making, and driving change, using data and insights to enhance service delivery. Strong communication and people management skills are a must, along with experience in handling performance management, budgeting, and employee relations.
What You Bring
- Proven experience in managing a large contact centre
- Strong leadership and coaching skills, with the ability to develop high-performing teams
- A data-driven approach to decision-making
- Excellent stakeholder management and communication skills
- Experience in budgeting, employee relations, and performance management
- A passion for customer service and a commitment to continuous improvement
How to Apply
If you’re ready to take on this exciting leadership role and make a real impact, apply today!