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

Contact Centre Manager

38-42k, Office based

Their customer contact centre is at the heart of how customers experience our client, from their first question to their finished product. We're looking for a hands-on leader to run it, raise the bar on service and sales, and make the most of AI and our digital channels.

The role

You'll lead a multi-channel contact centre of around 14 people across phone, live chat, text and email, reporting to our Director of Customer Experience. Leading a team of Supervisors, you'll own service levels, sales conversion, customer satisfaction and the day-to-day running of the team.

This is a role for someone who leads from the floor, knows their numbers, and is excited by what AI can do for customers and advisors. You'll have real influence over how we work, the tools we use and how we develop our people.

What you'll do

• Lead, coach and develop Supervisors and their teams
• Own answer rates, chat response times, quality and customer satisfaction
• Drive sales conversion and run our 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, from our AI chat advisor to agent assist and automated quality checks, making sure it improves the customer experience
• Report on performance and turn data into clear actions
• Work with delivery, installation, quality and marketing teams to fix the reasons customers need to contact us

What you'll bring

• 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
• A fair, firm approach to people management
• Experience of 8x8 or a similar cloud contact centre platform
• Hands-on experience of AI in a customer contact setting, such as chatbots or virtual agents, agent assist, automated quality monitoring or AI-driven reporting, and the curiosity to find new ways AI can improve the customer experience and free advisors up for higher-value conversations
• Strong reporting and Excel skills

It would be great if you also have

• Experience implementing or improving an AI chatbot or virtual agent
• A background in e-commerce or high-value consumer products
• Working knowledge of UK consumer rights

INDL