Contact Centre Lead - AI-Driven Service & Sales

Brellis Recruitment

Wychavon

On-site

GBP 38,000 - 42,000

Full time

14 days+

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Job summary

Brellis Recruitment is seeking a hands-on Contact Centre Manager to lead a multi-channel team of around 14 agents across phone, live chat, text and email. You’ll own service levels, sales conversion, and customer satisfaction, reporting to the Director of Customer Experience, while driving AI-enabled improvements.

You’ll run from the floor, manage KPIs and staffing, and influence tools and people development, with an office-based role offering 38-42k salary.

Qualifications

Experience managing a contact centre team of 10+.
Proven track record in both sales and service.
Confidence running a team on KPIs and workforce planning.
Hands-on with AI in a customer contact setting.

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 schemes.
Act as senior escalation point for complaints and difficult cases.
Plan rotas and staffing for seasonal peaks.
Run a quality framework with monitoring and feedback.
Manage the 8x8 contact centre platform, including queues and reporting.
Lead use of AI in the contact centre to improve customer experience.
Report on performance and turn data into actions.
Collaborate with delivery, installation, quality and marketing teams to reduce contact causes.