Location: West Midlands - Hybrid 2 days onsite
Salary: 50k + bonus + bens
This is a fantastic opportunity for someone who loves developing people, driving performance, and creating a positive, motivated culture where teams can truly excel.
The Role:
As Contact Centre Manager, you’ll take ownership of daily operations, ensuring exceptional customer experience while leading, coaching, and empowering your teams to perform at their best. You’ll play a key role in shaping the culture, driving engagement, and delivering operational excellence through progressive process improvement.
You will work closely with the Planning and Digital teams to ensure the customer is at the heart of the organisations support strategy.
Key Responsibilities
Lead, inspire, and develop Team Leaders and Advisors to achieve outstanding results
Drive a high-performance, customer-centric culture
Oversee day-to-day contact centre operations in a fast-moving environment
Monitor KPIs, identify trends, and implement improvements
Champion employee engagement, wellbeing, and development
Collaborate with senior stakeholders to support business goals
Ensure service levels, quality standards, and customer satisfaction targets are consistently met
About You
Proven experience managing a busy contact centre operation
A natural leader with a passion for coaching and developing people
Strong ability to motivate teams and build a positive, energetic culture
Data-driven with experience using metrics to improve performance
Excellent communication and stakeholder management skills
Resilient, adaptable, and thrives in a fast-paced environment
Salary description
£45000.00 - £50000.00 per year