About Us: Join our team at Anglian, where we pride ourselves on delivering exceptional customer service. We are seeking a dedicated and experienced Assistant Contact Centre Manager to oversee the daily operations of our National Contact Centre. Purpose of the Role: The purpose of this role is to work alongside the Contact Centre Manager and Head of Contact Centre in the day-to-day running of the National Contact Centre. You will oversee the daily operation of National Contact Centre performance, people development, workforce management, technology, and quality and compliance. This role allows daily involvement in key decision-making and the responsibility to drive National Contact Centre performance, ensuring key KPIs are delivered. Key Responsibilities: Performance Management: Monitor and enhance call centre performance, ensuring targets are met and processes are optimised. People Development: Create and maintain employee engagement programs, provide ongoing training and development, and conduct performance reviews. Workforce Management: Manage resource allocation, including staffing and technology, to ensure optimal operation. Technology: Oversee the implementation and maintenance of call centre technology to support efficient operations. Quality and Compliance: Ensure all operations comply with relevant regulations and standards, maintaining high-quality service delivery. Qualifications: ...