JOIN US AS CONTACT CENTRE ASSISTANT MANAGER FOR THE UK'S LARGEST ESCORTED COACH TOUR OPERATOR! Leger Shearings Group is the UK's largest escorted coach tour operator, offering self-drive breaks, holidays to the UK and Europe, specialist Battlefield Tours, and educational experiences across four different brands. We offer great-value, fully escorted tours to the world's most sought-after destinations. From short breaks and worldwide adventures to river cruises, festive breaks and holidays designed for the single traveller, Leger Shearings offers hundreds of carefully planned itineraries, with something to suit every customer's interests. Due to our growth and success, we now have an exciting opportunity for an experienced Contact Centre professional to join our leadership team as our Assistant Contact Centre Manager. What will I do as an Assistant Contact Centre Manager? This role will support the Contact Centre manager by working with our team leaders to ensure our agents are delivering excellent experiences to our customers wanting help with our holidays Assist in managing daily operations of the contact centre, ensuring SLAs, KPIs, and quality standards are consistently met. Supervise team leaders and agents, providing guidance, coaching, and support to ensure we deliver positive customer experiences while achieving performance measures. Monitor real-time performance dashboards, call metrics, and reporting tools to ensure optimal staffing and productivity. Conduct call reviews and audits to ensure customer interactions meet quality standards and compliance requirements. Handle escalated customer issues efficiently, ensuring resolution and customer satisfaction. Assist in preparing and delivering performance reports to senior management, highlighting trends, issues, and areas for improvement. What shifts will I work as Assistant Contact Centre Manager? You'll work an average of 37.5 hours a week, Monday to Sunday 9.00am – 8.00pm (depending on seasonal contact centre opening hours) Where will I be based as Assistant Contact Centre Manager? You will be based at our Head Office, Rotherham, South Yorkshire, postcode S60 2XR (This is not a work from home role) How much will I be paid as Assistant Contact Centre Manager? £45,000-£50,000 per annum (DOE) plus a performance related bonus What is in it for me as Assistant Contact Centre Manager?? Free on-site parking. 25 days holiday bank holidays Additional paid leave for your birthday and Christmas eve. Up to 5 days additional leave & up to £1580 allowance towards a Leger Shearings Group holiday every year. Friends & family discount. Opportunities for professional development through a Leger Shearings Scholarship. What skills and experience will the successful applicant have? Good quality and recent experience in a contact centre line management role is essential. Proven track record in coaching and developing teams to deliver great customer experiences Strong leadership skills with a proven ability to motivate and develop high-performing teams Excellent communication (written and verbal) and stakeholder management skills Effective decision maker A coaching style, with a collaborative and team orientated approach Analytical and data driven with the ability to interpret performance metrics and customer insight Strong understanding of contact centre operations, KPIs, and workforce management tools. Ability to multitask and work effectively under pressure in a fast-paced environment. Preference will be given to candidates with any of the following: Travel and tourism experience Six Sigma qualification NVQ 3 or 4 in customer service / management Any Institute of Customer Service (ICS) training or accreditation Or similar