AI-Driven Multi-Channel Contact Centre Lead

Cactus Search Ltd

Hartlebury

On-site

GBP 42,000 - 62,000

Full time

6 days ago

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Job summary

Cactus Search Ltd is seeking an experienced contact centre leader to take ownership of a multi-channel operation, leading a team of around 14 colleagues across phone, email, live chat and text. You will work with Supervisors to maintain service standards, grow sales and ensure the team has the right tools and processes to succeed.

You will play a key role in leveraging AI and digital solutions to enhance the customer journey and the overall experience.

Qualifications

Leadership of a contact centre
Experience driving service levels and sales
Comfort with KPIs and workforce planning
Hands-on with AI tools in customer service
Clear coaching and feedback
Experience with cloud-based contact centre systems
Strong reporting skills in Excel

Responsibilities

Support and develop Supervisors, helping them get the best from their teams.
Track performance across service levels, response times, quality, customer feedback and sales.
Take ownership of complex complaints and escalated customer issues.
Organise staffing and rotas to keep service running smoothly during busy periods.
Make sure call and chat quality is regularly reviewed, with clear coaching and feedback.
Oversee contact centre systems, including call routing, queues and performance dashboards.
Explore and improve the use of AI tools, including chatbots, advisor support and automated quality checks.
Review reports and use the results to make practical improvements.
Partner with other teams to address recurring customer problems and improve the overall experience.