Contact Centre Manager – Debt Collection Birmingham £36,800 Company Overview A long-established leader in debt recovery and enforcement, this organisation supports public sector clients across the UK. With over 500 staff nationwide, it promotes a culture of accountability, performance, and staff development. Role Summary The Contact Centre Manager will lead a team of debt collectors, driving performance, ensuring regulatory compliance, and delivering exceptional customer service. The role involves managing daily operations, monitoring key metrics, and supporting continuous improvement. Key Responsibilities * Manage and develop a team of collectors to meet revenue and performance targets * Deliver regular coaching, one-to-ones, and performance reviews * Oversee SLA/KPI compliance and address underperformance * Analyse call data to resolve issues such as abandonment and low contact rates * Collaborate with dialler teams to manage call flow * Maintain attendance levels and liaise with HR on staffing issues * Support recruitment and long-term planning * Ensure adherence to policies, client requirements, and industry regulations * Provide cover in the absence of senior management and support change initiatives Candidate Requirements * Experience managing teams in a contact centre, ideally in debt co...