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For Companies At a Glance
- Tasks: Lead and develop teams to ensure top-notch customer service in our Contact Centre.
- Company: Join a dynamic company committed to diversity and inclusion.
- Benefits: Enjoy a competitive salary, hybrid work options, and professional growth opportunities.
- Why this job: Shape strategy and drive performance while making a real impact on customer satisfaction.
- Qualifications: Experience in a Contact Centre and strong leadership skills are essential.
- Other info: Be part of a supportive culture where you can thrive and innovate.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We are seeking an experienced and proactive Contact Centre Manager to join our leadership team. This role is central to ensuring the smooth, efficient and customer‑focused operation of our Contact Centre, where technology optimisation, customer ease and operational efficiency are key drivers of success. As a Contact Centre Manager, you will have full operational responsibility for one or more functions within the centre, including direct line management of Team Leaders and their teams. You will play a vital role in shaping strategy, driving performance, and creating an engaging and supportive culture where colleagues can thrive and deliver outstanding service.
What you will do
This is an overview and not an exhaustive list of responsibilities. Working with your line manager, you will shape your objectives, with focus on the following areas:
- Leadership & People Development
- Lead, motivate and develop Team Leaders and their teams, creating an environment where individuals can meet their potential.
- Support the recruitment, onboarding and development of staff.
- Provide coaching, guidance and a technical referral point as the subject matter expert in your function.
- Operational Excellence
- Ensure the effective day‑to‑day running of Contact Centre functions, maintaining high productivity, quality and service standards.
- Work to deliver all performance KPIs, service level targets and regulatory requirements.
- Implement operational plans and contribute to the wider leadership agenda.
- Produce management information and use business metrics to drive decision‑making, forecasting and performance improvements.
- Commercial & Customer Outcomes
- Support new business and retention targets, ensuring teams deliver strong customer outcomes.
- Influence incentive schemes and target‑setting to drive commercial performance.
- Identify opportunities or challenges early, implementing appropriate changes or improvements.
- Build positive relationships across internal teams, insurers and external stakeholders.
- Risk & Compliance
- Ensure full compliance with all regulatory requirements.
- Maintain a strong control environment to minimise financial crime and debt exposure.
What we’re looking for
Essential experience & skills
- Experience working within a Contact Centre environment.
- A strong track record of working with KPIs and performance measures around productivity, quality and effectiveness.
- Experience working in a regulated environment.
- Strong people leadership skills with the ability to lead, motivate, coach and develop others.
- Customer‑focused and outcome‑driven mindset.
- Ability to build collaborative relationships at all levels.
- Analytical, commercially aware, and comfortable using business data to influence decisions.
- Confident communicator able to clearly convey strategy and operational changes.
- Self‑motivated, proactive and innovative, with an entrepreneurial approach to problem‑solving.
Contact Centre Manager employer: Everywhen
Contact Detail:
Everywhen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Contact Centre Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to leadership and operational excellence. We recommend doing mock interviews with friends or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight your past successes with KPIs and team development. We want to see how you’ve made a difference in previous roles, so don’t hold back!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s make it happen!
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Manager role. Highlight your experience in leading teams, managing KPIs, and any relevant achievements that showcase your ability to drive performance and create a positive culture.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention specific examples of how you've successfully managed contact centre operations and developed your team in previous roles.
Showcase Your Leadership Skills: We want to see your people leadership skills in action! Include examples of how you've motivated and developed your teams, and how you've created an engaging environment where everyone can thrive.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at Everywhen
✨Know Your Numbers
As a Contact Centre Manager, you'll need to be comfortable with KPIs and performance metrics. Brush up on relevant statistics from your previous roles, and be ready to discuss how you used data to drive improvements in productivity and service quality.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach. Think of specific examples where you've motivated and developed teams. Highlight how you create an engaging culture and support your team leaders in achieving their goals.
✨Understand the Customer Journey
Familiarise yourself with the customer experience within a contact centre. Be prepared to discuss strategies you've implemented to enhance customer outcomes and how you’ve tackled challenges in the past.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle operational challenges. Prepare scenarios from your experience where you identified issues early and implemented effective solutions to improve performance.
