Customer Service Operations Leader

Egis; Manchester; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

High-profile projects

Clear career progression

Sustainability focus

Job summary

Egis in Manchester is seeking a Contact Centre Manager to lead the Customer Service Team, ensure efficient service delivery and maintain strong client relations. You will use operational data to drive improvements and meet contractual KPIs.

The role emphasizes workforce planning, performance management and collaboration with the management team, offering exposure to high-profile UK projects and a clear path for career progression.

Qualifications

• Proven experience leading a customer service or contact centre team.
• Strong operational leadership in workforce planning and scheduling.
• Experience using service metrics and customer feedback to drive improvement.
• Ability to prepare clear management reports, budgets and forecasts.
• Excellent written and verbal communication; detail oriented.

Responsibilities

• Lead day-to-day activities and performance of the Customer Service Team.
• Ensure inquiries are resolved within service levels.
• Monitor calls, postings, and escalations; manage workload and shifts.
• Prepare regular and ad hoc client reports and performance analysis.
• Support governance with policy updates and risk management.

Skills

Team leadership

Performance management

Workforce planning

KPIs & metrics

Stakeholder management

Customer service

Tools

Microsoft Office

CRM systems

Job description

Egis in Manchester is seeking a Contact Centre Manager to lead the Customer Service Team, ensure efficient service delivery and maintain strong client relations. You will use operational data to drive improvements and meet contractual KPIs.

The role emphasizes workforce planning, performance management and collaboration with the management team, offering exposure to high-profile UK projects and a clear path for career progression.