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About the Role
Responsible for the effective management of a UK Contact Centre by coordinating, managing and directing operations, and ensuring the unit meets its financial, quality and customer service targets. The role owns the Contact Centre function to allow for efficient and effective handling of all calls, building relationships with key stakeholders and ensuring strong communication across the team throughout interactions.
Key Duties
* Performance management of the Contact Centre team.
* Understand the customer needs and requirements.
* Create a highly motivated workforce.
* Conduct detailed analysis within the Contact Centre, providing specifications for resource planning.
* Manage day‑to‑day demand and capacity, including shift planning.
* Develop contingency plans to ensure continuous operation of the Contact Centre Function.
* Ensure recruitment is planned and delivered in line with the agreed resource plan.
* Systematically review Contact Centre performance and take corrective actions.
* Constantly review current working practices and re‑engineer business processes to deliver best practice.
* Implement change programmes in line with agreed projects and initiatives.
* Deliver and coordinate training to new and existing staff to improve understanding and performance.
* Foster a customer‑focused culture within the Contact Centre.
* Establish key relationships throughout the business environment, both internal and external.
Key Requirements
* Performance management experience.
* Operational experience.
* Relationship building skills.
* Excellent communication skills and a positive can‑do attitude.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Customer Service
Industries
Telephone Call Centers
We treat colleagues, candidates, clients, and business partners with equality, fairness, and respect, regardless of age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances. Along with our client, we are committed to a diverse workforce and recruit from a wide available pool of talent, ensuring a fair, bias‑free hiring, assessment, and selection process. A copy of our Diversity & Inclusion policy can be made available upon request.
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