Contact Centre Manager

TN United Kingdom; Kingston upon Hull; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

An established industry player is seeking a Contact Centre Manager to lead a dynamic team in Kingston upon Hull. This role involves managing and coaching a team to deliver exceptional customer service, ensuring all KPIs are met, and driving employee engagement through effective communication. The successful candidate will have a strong background in professional services contact centres and possess excellent analytical and people management skills. With a competitive salary and a hybrid working model, this opportunity is perfect for those looking to make a significant impact in a supportive environment.

Qualifications

• Professional Services Contact Centre experience in a managerial role.
• Strong people management skills with a proven track record.

Responsibilities

• Managing and developing a triage team for excellent customer service.
• Driving employee engagement through effective communication.
• Analyzing performance metrics for operational oversight.

Skills

Self-motivated with proactive thinking

Excellent time management

Strong people management

Effective analytical skills

Excellent communication skills

Flexibility and resourcefulness

Commercial understanding

Tools

Microsoft Office (Excel, Word, PowerPoint)

Job description

Contact Centre Manager, Kingston upon Hull

Client: Interaction Recruitment

Location: Kingston upon Hull, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

b2a5516ab67f

Job Views:

3

Posted:

07.05.2025

Expiry Date:

21.06.2025

Job Description:

Overview

Reference: 446761

Salary: £40,000 - £45,000/annum

Job Location: Hull, Yorkshire and the Humber, England, United Kingdom

Job Type: Permanent

Posted: Thursday, April 10, 2025

Operations Team Leader

Salary: Up to £45,000 per annum depending on experience

Working hours: 35 hours per week, Monday to Friday, 8am – 6pm

Location: Hull, HU3. Hybrid working: 2 days in the office.

Contract: Permanent

Responsibilities

• Managing, coaching, and developing a triage team to deliver excellent customer service.
• Working with team members to meet customer needs efficiently and responsively.
• Managing escalated problems and performing root cause analysis to improve customer experience.
• Driving employee engagement through effective communication in one-to-one and team meetings.
• Ensuring all KPIs are met and adhered to.
• Analyzing key performance metrics for capacity planning, trend identification, and efficiency improvements.
• Delivering daily, weekly, and monthly insights from MI and reports to support operational oversight.

Experience

• Professional Services Contact Centre experience in a managerial role.

Skills

• Self-motivated with proactive thinking.
• Excellent time management and prioritization skills.
• Strong people management skills with a proven track record of maintaining high team performance.
• Effective analytical skills.
• Excellent communication skills for relaying information and gaining buy-in at all levels.
• Flexibility and resourcefulness.
• Commercial understanding.

Knowledge

• Proficiency in Microsoft Office applications: Excel, Word, PowerPoint.
• Understanding and interpretation of data, MI, and reporting.