Contact Centre Manager

How You’ll Shine

• Oversee the day‑to‑day operations of the contact centre, including staffing, quality assurance, and performance monitoring.
• Develop and implement strategies to enhance customer satisfaction, efficiency, and productivity.
• Analyse contact centre metrics and data to identify areas for improvement and drive operational excellence.
• Provide leadership and support to a team of contact centre supervisors and agents, fostering a positive and collaborative work environment.
• Liaise with key stakeholders to understand business requirements and align contact centre operations accordingly.
• Ensure compliance with relevant regulations, policies, and procedures.
• Implement and maintain effective training programmes to develop the skills and knowledge of the contact centre team.
• Continually seek opportunities for process improvement and innovation to enhance the customer experience.

How You’...