Lead & Elevate: Contact Centre Team Manager

Markerstudy Group; Birdholme; On-site; GBP 36,000 - 48,000; Full time

Job summary

Markerstudy Group is seeking an experienced Team Manager to join our Contact Centre leadership team. You will lead, coach and inspire a team of Contact Centre Agents to deliver outstanding customer outcomes and meet performance targets.

You will use data and insight to drive improvements, ensure quality and compliance, and foster a culture where colleagues can thrive in a fast-paced environment. This is a full-time, fully flexible shift role aligned to our customer service operations.

Qualifications

• Experience leading and developing teams within a customer service or contact centre environment.
• Strong coaching and performance management skills.
• Ability to use data and insight to drive decisions and improvements.
• Excellent communication and stakeholder management skills.
• Proactive approach to manage change and competing priorities.

Responsibilities

• Own team performance, delivering against customer, quality, productivity, SLA, and KPI targets through effective leadership and data-led decision making.
• Lead, coach, and develop Contact Centre Agents, creating an engaged, inclusive, and high-performing team culture.
• Champion exceptional customer outcomes, ensuring compliance, quality standards, and proactive risk management.
• Drive continuous improvement by identifying efficiencies, implementing best practice, and supporting operational change.
• Build accountability, collaboration, and a culture of getting things right first time while developing future talent.

Skills

People leadership

Coaching

Data-driven decisions

Communication

Stakeholder management

Change management

Job description

Markerstudy Group is seeking an experienced Team Manager to join our Contact Centre leadership team. You will lead, coach and inspire a team of Contact Centre Agents to deliver outstanding customer outcomes and meet performance targets.

You will use data and insight to drive improvements, ensure quality and compliance, and foster a culture where colleagues can thrive in a fast-paced environment. This is a full-time, fully flexible shift role aligned to our customer service operations.