Contact Centre Manager

TN United Kingdom; Norwich; On-site; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a Contact Centre Manager, where you'll oversee daily operations and drive performance through data analysis and strategic decision-making. This role offers the opportunity to lead a dynamic team, implement high-level strategies, and ensure exceptional customer service. With a focus on coaching and development, you'll play a key role in shaping the future of the Contact Centre. Enjoy comprehensive health benefits, generous holiday allowances, and a supportive work environment that values equality and diversity. Take the next step in your career with us!

Benefits

31 days holiday

Paid volunteer time off

Cycle to work scheme

Discounted gym memberships

Free access to mental health support

Group discount scheme

Career development opportunities

Qualifications

• Experienced leader in contact centre management with a focus on performance.
• Strong background in data analysis and team motivation.

Responsibilities

• Manage daily operations of the Contact Centre, achieving key KPIs.
• Support team development and implement strategic goals.

Skills

Contact Centre Management

Leadership

Data Analysis

Communication Skills

Problem-Solving

Budget Management

Coaching

Tools

Dialler Systems

Reporting Tools

Job description

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Join us as our Contact Centre Manager as part of our Senior Management Team, overseeing the daily operations of the National Contact Centre and ensuring smooth performance. You'll analyse performance data, optimise efficiency, and make decisions that balance service quality with budget goals.

In this role, you’ll drive team performance, implement strategic goals, and step in for the Head of Call Centre when needed, ensuring effective leadership and seamless operations.

The ideal candidate is an experienced leader with a strong background in contact centre management. They excel in driving performance through data analysis, team motivation, and strategic decision-making. Adaptable, results-focused, and confident in leading operations, they possess excellent communication and problem-solving skills, ensuring high-quality service and efficiency.

Key Responsibilities:

• Managing the daily operations of the Contact Centre, balancing both the business and people priorities to ensure the achievement of key KPI’s and objectives.
• Manage the performance and development of direct reports for them to achieve their individual targets aligned to the overall Contact Centre strategy and budgetary requirements
• To undertake and contribute to projects to identify, establish and enhance effective implementation of effective business processes to support the strategy and business objectives of the Call Centre
• To support the team with development and succession planning within the areas in accordance with NCC and Group L&D initiatives and, ensuring optimum performance is always maintained.
• Support the Head of Call Centre in the planning and the implementation of high-level strategy within the departments, working with key stakeholders to recommend and implement change
• To create an impact through presence and a natural ability to influence positively, leading by example Use data-driven insights to improve customer experience and streamline workflows.

Key Skills & Experience:

• Proven experience as a Contact Centre Manager or similar leadership role in a customer service environment.
• Strong leadership and team management skills, with a focus on coaching and staff development.
• Excellent communication and problem-solving abilities.
• Proficient in contact center technologies, including dialler experience and reporting tools
• Ability to produce, anlayse and interpret data and performance through KPIs and service metrics.
• Experience in budget management and cost optimisation.
• Knowledge of industry regulations and best practices.

Why Join Us?

• 31 days holiday, increasing to 33 days after 2 years of service plus have your birthday off
• Paid time off annually to volunteer
• Comprehensive health & well-being benefits including cycle to work scheme, 24hr remote access to a doctor, heavily discounted gym memberships and free access to mental health first aiders
• Heavily discounted group discount scheme on all products
• Group Perks and freebies on days out, cinema, theatre, eating in and out, mobiles phones, a new car, food shopping and most major high street retailers
• Opportunity to work with a forward-thinking and supportive team.
• Career development and continuous learning opportunities.

Ready to take the next step in your career? Apply today

Our Company is committed to monitoring & aligning its Policies with up-to-date Government guidance on reducing the spread of respiratory infections in the workplace. Through the Company’s value of “Succeed Together” we are committed to Equality, Diversity and Inclusion. We recruit the ‘best person for the job’ regardless of any protected characteristics as defined by the Equality Act creating an inclusive working environment and culture for our employees.