Contact Centre Manager: Lead & Develop High-Impact CX

CCA Recruitment Group; Rushall; Sur place; GBP 41 000 - 68 000; Plein temps

Avantages offerts par ce poste

Bonus

Benefits

Résumé du poste

CCA Recruitment Group is seeking an experienced Contact Centre Manager for a permanent role in the West Midlands. The role oversees a large contact centre and focuses on delivering excellent customer journeys while managing performance and cost control.

You will coach Team Leaders, drive KPI performance, and shape the culture to put the customer first. The ideal candidate has history of working with vulnerable customers and strong stakeholder engagement.

Qualifications

• Experience managing contact centre performance and KPIs.
• Background in vulnerable customers preferred.
• Excellent stakeholder engagement and communication.
• Ability to coach and develop others using coaching models.
• Ability to lead culture and drive improvements.

Responsabilités

• Oversee day-to-day delivery of department performance.
• Lead engagement results and customer-first approach.
• Coach and support team to drive sales through conversations.
• Drive change and optimise department deliverables and operating practices.
• Build internal networks to support initiatives.

Connaissances

Team leadership

KPI management

Stakeholder engagement

Coaching & development

Strategic planning

Description du poste

CCA Recruitment Group is seeking an experienced Contact Centre Manager for a permanent role in the West Midlands. The role oversees a large contact centre and focuses on delivering excellent customer journeys while managing performance and cost control.

You will coach Team Leaders, drive KPI performance, and shape the culture to put the customer first. The ideal candidate has history of working with vulnerable customers and strong stakeholder engagement.