Contact Centre Manager
Location: Kidderminster, Worcestershire
Hours: Monday to Friday, 8:30am-5:00pm
Fully office-based
£DOE
Are you an experienced Contact Centre Manager who enjoys being close to the operation, developing people and using data and technology to improve both customer service and sales performance?
We are recruiting for an established consumer business in Kidderminster that is looking for a hands‑on Contact Centre Manager to lead a team of around 20 people.
This is a broad operational leadership role covering customer service, sales conversion, people development, workforce planning and contact centre performance, with a particularly exciting opportunity to help shape how AI and automation are used across the customer journey.
Reporting to the Director of Customer Experience and leading a team of Supervisors, you'll have genuine influence over how the contact centre operates, the technology it uses and how its people are developed.
The role
As Contact Centre Manager, you will take responsibility for the day-to-day performance of a busy multi-channel operation covering phone, live chat, text and email.
You'll be responsible for:
- Leading, coaching and developing Contact Centre Supervisors and their teams.
- Managing a contact centre operation of approximately 20 people.
- Taking ownership of key KPIs including answer rates, response times, quality and customer satisfaction.
- Driving sales conversion and managing an advisor commission scheme.
- Acting as the senior escalation point for complex customer complaints and cases.
- Planning rotas, resource and staffing requirements, including seasonal peaks.
- Developing and managing a quality framework covering call and chat monitoring, coaching and feedback.
- Managing the contact centre platform, including queues, routing, wallboards and performance reporting.
- Developing the use of AI within the contact centre, including chatbots/virtual advisors, agent assist, automated quality monitoring and AI-driven reporting.
- Producing performance reports and turning data into meaningful actions and improvements.
- Working cross-functionally with other departments to identify and resolve the root causes behind customer contact.
About you
We are looking for an established Contact Centre Manager, Call Centre Manager, Customer Service Manager or Contact Centre Operations Manager who combines strong people leadership with a commercial and data-driven approach.
To be considered, you should be able to demonstrate:
- Previous experience managing a contact centre team of 20+ employees, including Supervisors or Team Leaders.
- A strong track record within an environment combining customer service and sales.
- Experience managing teams against defined KPIs, service levels and performance targets.
- Good knowledge of workforce planning, rotas and resource management.
- A confident, fair and consistent approach to people management and performance.
- Experience using a cloud-based contact centre platform.
- Practical experience of AI within a customer contact environment, such as chatbots, virtual agents, agent assist, automated quality monitoring or AI-driven reporting.
- Strong reporting, analytical and Microsoft Excel skills.
- The ability to use performance data to identify issues and implement improvements.
Contact Centre Manager employer: Hewett Recruitment
As a Clinical Administrator in Worcester, you will join a supportive and compassionate team dedicated to enhancing patient care. Our office-based environment fosters collaboration and professional growth, offering opportunities for skill development and career advancement within the healthcare sector. With a focus on employee well-being and a commitment to excellence, we provide a rewarding workplace where your contributions truly make a difference.
