Real-Time Contact Centre Lead (4-on, 4-off)

Auto Windscreens; Chesterfield; On-site; GBP 32,000 - 46,000; Full time

Job summary

Auto Windscreens is seeking an experienced Shift Manager to join our Contact Centre leadership team. This key role provides real-time leadership during periods of changing demand, making critical decisions to deliver exceptional service to customers, and supporting Team Managers.

You will work on a 4 on, 4 off rotating schedule across 12-hour day and late shifts, act as the operational lead, monitor performance, resolve escalations, and ensure colleagues have the support they need to succeed.

Qualifications

• Previous experience in a contact centre operational leadership role.
• Strong understanding of contact centre KPIs including service level, call performance and customer outcomes.
• Experience managing real-time operational challenges and making quick decisions.
• Confident communicating with stakeholders at all levels.
• Strong escalation management and problem-solving skills.
• Experience supporting vulnerable customers and understanding regulatory requirements.
• Ability to lead by example, build trust and create a positive team environment.
• High levels of integrity, confidentiality and professionalism.

Responsibilities

• Lead contact centre operations during your shift, ensuring service levels, customer experience and operational performance are maintained.
• Monitor live demand, queues and performance, making real-time decisions to manage risks and optimise resource allocation.
• Work closely with Team Managers and Resource Planning to manage staffing challenges, including absence, changing demand and service recovery actions.
• Act as the escalation point for complex customer and operational issues, ensuring timely resolution and appropriate handling of vulnerable customers.
• Provide clear shift updates, manage incidents and maintain accurate handovers to support operational continuity.
• Support colleague wellbeing by promoting a safe, inclusive and positive working environment.
• Monitor quality, compliance and customer outcomes, identifying trends and opportunities to improve processes and reduce repeat contact.
• Champion a culture of accountability, continuous improvement and high performance across the Contact Centre.

Skills

Contact centre leadership

Performance monitoring

Escalation management

Stakeholder communication

Problem solving

Compliance awareness

People leadership

Vulnerability handling

Job description

Auto Windscreens is seeking an experienced Shift Manager to join our Contact Centre leadership team. This key role provides real-time leadership during periods of changing demand, making critical decisions to deliver exceptional service to customers, and supporting Team Managers.

You will work on a 4 on, 4 off rotating schedule across 12-hour day and late shifts, act as the operational lead, monitor performance, resolve escalations, and ensure colleagues have the support they need to succeed.