Contact Centre Manager

Cactus Search; Reading; On-site; GBP 150,000 - 200,000; Full time

Job summary

A dynamic customer service firm in Slough is seeking a Contact Centre Manager to lead operations and enhance customer satisfaction. This permanent, full-time position involves coaching a team, managing service delivery, and driving improvements. Ideal candidates have strong leadership experience in contact centres and are data-driven decision-makers.

Qualifications

• Proven experience as a Contact Centre Manager or in a senior leadership role.
• Strong understanding of reporting tools and performance metrics.
• Experience in managing change and performance improvement.

Responsibilities

• Lead, coach, and develop a team to achieve KPIs and SLAs.
• Manage day-to-day operations of the contact centre.
• Drive continuous improvement initiatives for customer experience.

Skills

People management

Analytical skills

Communication

Problem-solving

Change management

Tools

Contact centre technologies

Workforce management systems

Job description

Are you a dynamic leader with a passion for delivering exceptional customer experiences? We’re looking for a Contact Centre Manager to join our growing team in Slough. In this pivotal role, you’ll lead a high-performing contact centre operation, driving performance, customer satisfaction, and operational efficiency.

This is an exciting opportunity to join a forward-thinking company where your expertise will make a real impact. You’ll be instrumental in shaping a culture of excellence, motivating a team, and delivering results in a fast-paced, customer-focused environment.

Key Responsibilities

1. Lead, coach, and develop a team of Team Leaders and Customer Service Advisors to achieve KPIs and SLAs.
2. Manage day-to-day operations of the contact centre, ensuring smooth and efficient service delivery.
3. Drive continuous improvement initiatives to enhance customer experience and operational effectiveness.
4. Monitor performance metrics and report on key operational data.
5. Recruit, train, and onboard new team members in line with business needs.
6. Collaborate with other departments to ensure a seamless customer journey.
7. Handle escalated customer issues with professionalism and a solution-focused approach.
8. Implement and manage workforce planning, scheduling, and forecasting.

Requirements

• Proven experience as a Contact Centre Manager or in a senior leadership role within a contact centre environment.
• Strong understanding of contact centre technologies, reporting tools, and workforce management systems.
• Exceptional people management skills with the ability to inspire and motivate teams.
• Data-driven decision-making and strong analytical skills.
• Excellent communication and problem-solving abilities.
• Experience in managing change and driving performance improvement.

Job Info

• Company: Cactus Search
• Location: Slough
• Posted: Aug 26th 2025
• Closes: Sep 26th 2025
• Sector: Customer Services
• Contract: Permanent
• Hours: Full Time