Contact Centre Manager

Cactus Search Ltd; Hartlebury; On-site; GBP 42,000 - 62,000; Full time

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.

Skills

Leadership

People development

Performance tracking

AI in customer service

Coaching & feedback

Stakeholder collaboration

Excel

Tools

8x8

Excel

Job description

Are you an experienced contact centre leader who enjoys improving performance, developing people and finding smarter ways to support customers? This is an opportunity to take ownership of a multi-channel operation, leading a team of around 14 colleagues across phone, email, live chat and text.

You’ll work closely with Supervisors to keep service standards high, grow sales and make sure the team has the right support, tools and processes to succeed. You’ll also play a key part in making practical use of AI and digital solutions to improve the customer journey.

Key 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.

What we’re looking for

• Previous experience managing a contact centre with at least 10 people, including Team Leaders or Supervisors.
• Experience delivering results across customer service and sales.
• Comfortable working with KPIs, performance data and workforce planning.
• A visible, supportive and fair approach to leadership.
• Familiarity with 8x8 or a comparable cloud-based contact centre system.
• Hands-on experience with AI in customer service, such as chatbots, virtual agents, advisor tools or automated quality monitoring.
• Good reporting skills and confident use of Excel.