Contact Centre Manager

Hewett Recruitment; Larkhill; On-site; GBP 40,000 - 65,000; Full time

Job summary

Hewett Recruitment is recruiting for a Contact Centre Manager in Kidderminster to lead a busy multi-channel operation of around 20 staff. You will develop people, drive performance, and leverage data and AI to improve customer service and sales outcomes.

The role focuses on day-to-day performance, staffing planning, and cross-functional collaboration to identify root causes of customer contact and implement improvements.

Qualifications

• Experience leading a contact centre team of 20+ employees.
• Strong track record in customer service and sales.
• Experience managing teams against KPIs, service levels and targets.
• Knowledge of workforce planning, rotas and resource management.
• Experience using AI within a customer contact environment.

Responsibilities

• Lead and coach Contact Centre Supervisors and teams.
• Oversee a 20-person operation across phone, live chat, text and email.
• Own KPIs: answer rates, response times, quality, customer satisfaction.
• Drive sales conversions and manage advisor commission.
• Escalate complex customer complaints as senior point of contact.
• Plan rotas and staffing for seasonal peaks.
• Develop quality framework for monitoring and coaching.
• Manage contact centre platform, queues, routing and reporting.
• Develop AI usage: chatbots, agent assist, AI reporting.

Skills

People leadership

KPI management

Data analysis

Workforce planning

Sales focus

AI in contact center

Excel skills

Reporting

Tools

Cloud-based contact centre platform

Job description

Contact Centre Manager

Location: Kidderminster, Worcestershire
Hours: Monday to Friday, 8:30am-5:00pm
Fully office-based
£DOE

Are you an experienced Contact Centre Manager who enjoys being close to the operation, developing people and using data and technology to improve both customer service and sales performance?
We are recruiting for an established consumer business in Kidderminster that is looking for a hands‑on Contact Centre Manager to lead a team of around 20 people.
This is a broad operational leadership role covering customer service, sales conversion, people development, workforce planning and contact centre performance, with a particularly exciting opportunity to help shape how AI and automation are used across the customer journey.
Reporting to the Director of Customer Experience and leading a team of Supervisors, you'll have genuine influence over how the contact centre operates, the technology it uses and how its people are developed.

The role

As Contact Centre Manager, you will take responsibility for the day-to-day performance of a busy multi-channel operation covering phone, live chat, text and email.
You'll be responsible for:

• Leading, coaching and developing Contact Centre Supervisors and their teams.
• Managing a contact centre operation of approximately 20 people.
• Taking ownership of key KPIs including answer rates, response times, quality and customer satisfaction.
• Driving sales conversion and managing an advisor commission scheme.
• Acting as the senior escalation point for complex customer complaints and cases.
• Planning rotas, resource and staffing requirements, including seasonal peaks.
• Developing and managing a quality framework covering call and chat monitoring, coaching and feedback.
• Managing the contact centre platform, including queues, routing, wallboards and performance reporting.
• Developing the use of AI within the contact centre, including chatbots/virtual advisors, agent assist, automated quality monitoring and AI-driven reporting.
• Producing performance reports and turning data into meaningful actions and improvements.
• Working cross-functionally with other departments to identify and resolve the root causes behind customer contact.

About you

We are looking for an established Contact Centre Manager, Call Centre Manager, Customer Service Manager or Contact Centre Operations Manager who combines strong people leadership with a commercial and data-driven approach.
To be considered, you should be able to demonstrate:

• Previous experience managing a contact centre team of 20+ employees, including Supervisors or Team Leaders.
• A strong track record within an environment combining customer service and sales.
• Experience managing teams against defined KPIs, service levels and performance targets.
• Good knowledge of workforce planning, rotas and resource management.
• A confident, fair and consistent approach to people management and performance.
• Experience using a cloud-based contact centre platform.
• Practical experience of AI within a customer contact environment, such as chatbots, virtual agents, agent assist, automated quality monitoring or AI-driven reporting.
• Strong reporting, analytical and Microsoft Excel skills.
• The ability to use performance data to identify issues and implement improvements.