Customer Contact Centre Lead & Performance Coach

Allwyn Uk; Waterford; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Company Bonus

Pension match 8.5%

Annual leave 26 days + 2 days

Private health cover

Private medical

Income protection

Flexible benefits

Wellness allowance

Employee assistance

Discounted health assessments

Matched funding

Enhanced family leave

Job summary

Allwyn UK is seeking a senior contact centre manager to lead a high-performing team delivering exceptional service for customers and retailers. You will coach staff, manage performance, and ensure KPI achievement while complying with GAMCOM requirements.

You will monitor real-time adherence, handle absence processes, and drive learning through PDPs, focusing on improving AHT, resolving complaints, and continuously improving processes.

Qualifications

• Experience of leading a team within a customer service environment.
• Strong knowledge of TNL products with subject matter expertise for agents and colleagues.
• Ability to analyze data to support development and performance of contact centre agents.
• Ability to handle and diffuse difficult customer situations.
• Proven track record of improving absence within a contact centre.

Responsibilities

• Deliver exceptional customer service to Allwyn customers and retailers, through effective performance management.
• Coach and develop a contact centre team.
• Ensure KPIs and GAMCOM requirements are achieved to maintain optimum service levels.
• Manage attendance, absence processes, and health and safety adherence.
• Drive performance improvement through PDPs and targeted training.

Skills

Team leadership

Customer service

Data analysis

Use of CRM systems

Microsoft Office

Tools

SAP

Gem Suite

ServiceNow

Job description

Allwyn UK is seeking a senior contact centre manager to lead a high-performing team delivering exceptional service for customers and retailers. You will coach staff, manage performance, and ensure KPI achievement while complying with GAMCOM requirements.

You will monitor real-time adherence, handle absence processes, and drive learning through PDPs, focusing on improving AHT, resolving complaints, and continuously improving processes.