Contact Centre Team Manager: People & Performance Leader

Markerstudy Group; Birdholme; Remote; GBP 30,000 - 42,000; Full time

Job summary

Markerstudy Group is seeking an experienced Team Manager to join our Contact Centre leadership team. You will lead, develop, and inspire a team of Contact Centre Agents to deliver outstanding customer outcomes, hit performance targets, and drive continuous improvement in a fully flexible, full-time shift pattern.

You will own your team's performance, combine people leadership with commercial awareness, and use data to improve operations and customer experience, creating a culture where

Qualifications

• Experience leading and developing teams in a contact centre.
• Strong coaching and performance management skills.
• Ability to use data and insight to drive improvements.
• Excellent communication and stakeholder management.

Responsibilities

• Own team performance against customer, quality, productivity, SLA, and KPI targets.
• Lead, coach, and develop Contact Centre Agents to build a high-performing team.
• Champion exceptional customer outcomes with compliance and quality standards.
• Drive continuous improvement and operational change.
• Foster accountability and develop future talent.

Skills

People leadership

Coaching

Data-driven decisions

Communication

Stakeholder management

Job description

Markerstudy Group is seeking an experienced Team Manager to join our Contact Centre leadership team. You will lead, develop, and inspire a team of Contact Centre Agents to deliver outstanding customer outcomes, hit performance targets, and drive continuous improvement in a fully flexible, full-time shift pattern.

You will own your team's performance, combine people leadership with commercial awareness, and use data to improve operations and customer experience, creating a culture where