Shift Manager - Contact Centre

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

Job summary

Markerstudy Group is seeking an experienced Shift Manager to join our Contact Centre leadership team. You will lead on-shift operations, monitor demand and performance, and make real-time decisions to keep service levels high and customers satisfied.

The role emphasizes supporting Team Managers, resolving escalations, and promoting a safe, inclusive environment while driving continuous improvement and strong colleague engagement.

Qualifications

• Experience leading inbound contact centre operations.
• Strong knowledge of KPIs such as service level and customer outcomes.
• Ability to make quick, data-driven decisions under pressure.
• Excellent communication with stakeholders at all levels.

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.

Job description

We are looking for an experienced Shift Manager to join our Contact Centre leadership team. This is a key operational role responsible for providing real-time leadership, making critical decisions during periods of changing demand, and ensuring we deliver an exceptional service to our customers.

Working on a 4 on, 4 off rotating shift pattern across 12-hour day and late shifts, you will act as the operational lead during your shift, supporting Team Managers, managing service performance, resolving escalations, and ensuring colleagues have the support they need to succeed.

This role is ideal for someone who thrives in a fast-paced contact centre environment, enjoys problem-solving, and has the confidence to make decisions that balance customer outcomes, colleague experience and business performance.

Key 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.

About You

You will have experience working within an inbound contact centre environment and understand the importance of delivering against operational targets. You will be confident making decisions under pressure and comfortable managing competing priorities in a fast-moving environment.

Essential Skills & Experience

• 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.