1. Leadership role growing business
2. Leading a high performing contact centre
About Our Client
This role is ideal for a senior contact centre leader who enjoys being close to the operation and leading from the floor. We're looking for a delivery-focused manager, ideally from a contact centre outsourcer or managed service environment, who is comfortable driving performance through Team Managers and Team Leaders.You'll have full ownership of a customer-facing operation of around 50-60 FTE, with accountability for service delivery, people performance, and day-to-day operational rhythm. This is a visible, hands-on leadership role where pace, presence, and consistency are key.
Job Description
The RoleYou will lead the operation on-site, setting clear expectations and ensuring consistent delivery through your management team. Working closely with senior stakeholders, you'll create structure, embed strong performance management, and maintain a high-energy, accountable culture.Key Responsibilities
3. Lead, coach and performance-manage Team Managers and Team Leaders
4. Drive service delivery, productivity and customer outcomes
5. Maintain strong operational cadence, controls and governance
6. Use MI and data to manage performance and make decisions
7. Be highly visible and engaged on-site with teams
8. Partner with senior stakeholders to deliver operational goals
The Successful Applicant
9. Background in a contact centre outsourcer or managed service environment
10. Proven experience leading through Team Managers / Team Leaders
11. Strong delivery mindset and comfort managing performance
12. Confident, present leadership style with high on-site visibility
13. Experience leading teams of approximately 50-60 FTE
What's on Offer
14. Salary £50,000-£60,000
15. Location: Merseyside (fully on-site)
16. Lead from the floor with full ownership and visibility
17. Deliver results in a fast-paced, performance-driven environment