AI-Driven Contact Centre Manager

Hewett Recruitment; Larkhill; On-site; GBP 40,000 - 65,000; Full time

Job summary

Hewett Recruitment is recruiting for a Contact Centre Manager in Kidderminster to lead a busy multi-channel operation of around 20 staff. You will develop people, drive performance, and leverage data and AI to improve customer service and sales outcomes.

The role focuses on day-to-day performance, staffing planning, and cross-functional collaboration to identify root causes of customer contact and implement improvements.

Qualifications

• Experience leading a contact centre team of 20+ employees.
• Strong track record in customer service and sales.
• Experience managing teams against KPIs, service levels and targets.
• Knowledge of workforce planning, rotas and resource management.
• Experience using AI within a customer contact environment.

Responsibilities

• Lead and coach Contact Centre Supervisors and teams.
• Oversee a 20-person operation across phone, live chat, text and email.
• Own KPIs: answer rates, response times, quality, customer satisfaction.
• Drive sales conversions and manage advisor commission.
• Escalate complex customer complaints as senior point of contact.
• Plan rotas and staffing for seasonal peaks.
• Develop quality framework for monitoring and coaching.
• Manage contact centre platform, queues, routing and reporting.
• Develop AI usage: chatbots, agent assist, AI reporting.

Skills

People leadership

KPI management

Data analysis

Workforce planning

Sales focus

AI in contact center

Excel skills

Reporting

Tools

Cloud-based contact centre platform

Job description

Hewett Recruitment is recruiting for a Contact Centre Manager in Kidderminster to lead a busy multi-channel operation of around 20 staff. You will develop people, drive performance, and leverage data and AI to improve customer service and sales outcomes.

The role focuses on day-to-day performance, staffing planning, and cross-functional collaboration to identify root causes of customer contact and implement improvements.