AI-Driven Multi-Channel Contact Centre Manager

Brellis Recruitment Ltd; Charlton; On-site; GBP 38,000 - 42,000; Full time

Job summary

Brellis Recruitment Ltd is seeking a hands-on Contact Centre Manager to lead a multi-channel operation of around 14 agents across phone, live chat, text and email. You will drive service levels, sales conversion and customer satisfaction, reporting to the Director of Customer Experience.

You will lead from the floor, own KPIs, and shape the use of AI to support agents and improve the customer journey, with influence over processes, tools, and people development.

Qualifications

• Experience managing a contact centre team of 10 or more, including supervisors or team leaders.
• A track record in both sales and service.
• Confidence running a team on KPIs and workforce planning.
• Hands-on experience with 8x8 or a similar cloud contact centre platform.
• Experience of AI in a customer contact setting and curiosity to improve customer experience.

Responsibilities

• Lead, coach and develop Supervisors and their teams.
• Own answer rates, chat response times, quality and customer satisfaction.
• Drive sales conversion and run advisor commission scheme.
• Act as the senior escalation point for complaints and difficult cases.
• Plan rotas and staffing for seasonal peaks.
• Run a quality framework covering call and chat monitoring, coaching and feedback.
• Manage our 8x8 contact centre platform, including queues, routing, wallboards and reporting.
• Lead our use of AI in the contact centre to improve customer experience and advisor productivity.
• Report on performance and turn data into clear actions.
• Collaborate with delivery, installation, quality and marketing teams to reduce contact reasons.

Skills

Contact centre management

Sales experience

KPI tracking

Workforce planning

AI in contact centre

Excel reporting

Tools

8x8 platform

AI tools

Job description

Brellis Recruitment Ltd is seeking a hands-on Contact Centre Manager to lead a multi-channel operation of around 14 agents across phone, live chat, text and email. You will drive service levels, sales conversion and customer satisfaction, reporting to the Director of Customer Experience.

You will lead from the floor, own KPIs, and shape the use of AI to support agents and improve the customer journey, with influence over processes, tools, and people development.