Contact Center Leader: Customer Experience & Ops

Egis in the UK; Manchester; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

High-profile projects

Collaborative environment

Career progression

Innovative culture

Sustainability impact

Job summary

Egis in the UK is seeking a Contact Centre Manager to lead the Customer Service Team, ensuring efficient, professional and consistent service. You will manage service delivery, workforce planning, quality, reporting and client relationships, using data to improve performance and meet contractual KPIs.

The role emphasizes people leadership, policy review, and collaboration with the management team to deliver high-quality customer outcomes.

Qualifications

• Proven experience leading a customer service or contact centre team in a target-driven environment.
• Strong operational leadership including workforce planning, scheduling and performance management.
• Experience using KPI data and customer feedback to drive improvements.
• Experience producing clear management reports, budgets and forecasts.
• Excellent stakeholder management with client-facing senior stakeholders.

Responsibilities

• Lead day-to-day activities and performance of the Customer Service Team.
• Ensure customer enquiries are resolved accurately and within service levels.
• Monitor calls, transactions, correspondence, escalations and inventory.
• Plan shifts to maintain coverage and achieve KPIs.
• Conduct customer satisfaction surveys and drive service improvements.

Skills

Customer service leadership

Performance management

Stakeholder management

KPI analysis

Communication skills

Tools

Microsoft Office

CRM systems

Contact centre telephony

Job description

Egis in the UK is seeking a Contact Centre Manager to lead the Customer Service Team, ensuring efficient, professional and consistent service. You will manage service delivery, workforce planning, quality, reporting and client relationships, using data to improve performance and meet contractual KPIs.

The role emphasizes people leadership, policy review, and collaboration with the management team to deliver high-quality customer outcomes.