Job Description:
We are excited to be working in partnership with a well-established family run Optical & Hearing Specialist who have a fantastic full-time permanent opportunity to join their team in Southampton. Our client is looking for an experienced Contact Centre Manager who can lead, motivate and become a valuable member of the team!
The Role:
This role is essential to provide outstanding leadership to their Southampton based contact centre. The ideal candidate will be an experienced Contact Centre Manager, with strong leadership and a proven track record in coaching and people development experience.
Duties / Responsibilities:
Leadership:
* Manage day-to-day contact centre activity across telephone, webchat, and email.
* Ensure performance targets are consistently achieved, including service levels, conversion rates, and call handling.
* Use insights from Five9 to support system adoption, scheduling, and reporting.
* Analyse performance data to identify trends and implement continuous improvement plans.
Team Management:
* Lead a team of 15+ advisors, including 3 Senior Patient Support Advisors.
* Deliver regular 1:1 meetings, mentoring, and personal development plans.
* Oversee recruitment, induction, and training, working closely with the People team.
* Plan efficient rotas at least six weeks in advance, managing leave and cover requirements.
Customer Service:
* Implement and manage quality assurance processes using EvaluAgent, including call monitoring, scorecards, and calibration sessions.
* Ensure consistent coaching and feedback is provided to all team members.
* Align quality metrics with wider business goals such as FCR, CSAT, and booking conversion.
* Work with Learning & Development teams to adapt training based on EvaluAgent insights.
Reporting:
* Present results, trends, and recommendations to senior management.
* Build strong relationships with colleagues across Operations, Clinical Services, IT, and People teams to ensure alignment.
Experience:
* A minimum of 5 years’ experience in a contact centre, including at least 2 years in management.
* Solid knowledge of cloud-based contact centre platforms (Five9 experience preferred).
* A proven track record in coaching, performance management, and people development.
* Strong analytical and problem-solving skills, with the ability to use data to inform decisions.
* Experience in workforce planning and rota management.
* Excellent communication and stakeholder management skills.
* Confidence in managing escalations, complaints, and service improvements.
* A degree (or equivalent qualification) in Business, Management, or a related subject.
Salary:
£35,000 - £45,000 PA (DOE)
Schedule:
09:00 – 17:30 Monday to Friday - plus and minimum of 15 Saturdays per calendar year (with a day off in lieu)
Benefits:
Employee discount
Application question(s):
Must be available on the 21st or 23rd of October to attend an interview.
Experience:
Contact Centre : 5 years (required)
Contact Centre Management: 2 years (required)