Contact Centre Manager in Manchester

The Contact Centre Manager is responsible for the day-to-day leadership and performance of the Customer Service Team, ensuring customers receive an efficient, professional and consistent service. The role oversees service delivery, workforce planning, quality, reporting, facilities and team performance, while maintaining strong relationships with the client and the wider management team. You will use operational data and customer feedback to identify issues, improve performance and ensure contractual requirements and key performance indicators are achieved.

Operational and customer service management:

• Lead and coordinate the day-to-day activities and performance of the Customer Service Team.
• Ensure customer enquiries are resolved accurately, professionally and within agreed service levels.
• Monitor incoming and outgoing calls, transaction postings, correspondence handling, escalations and transponder inventory.
• Plan and schedule shifts to maintain appropriate coverage and achieve agreed key performance indicators.
• Conduct sample customer satisfaction surveys and use the findings to support service improvements.

Performance, reporting and governance:

• Prepare regular and ad hoc reports for the client, Board and management, including analysis of actual performance against objectives.
• Identify operational risks, emerging issues and service problems, escalating these promptly with clear recommendations.
• Formulate, review and update policies and procedures to improve operations and respond to changing business requirements.
• Collaborate actively with the management team and contribute to monthly management briefings and project meetings.
• Review contractual requirements and make practical recommendations to support compliance and service delivery.
• Prepare and submit annual budgets and reforecasts for the area, monitoring performance against agreed plans.
• Contribute relevant articles and good-practice papers to the quarterly company newsletter.

People leadership:

• Manage, coach and develop the Customer Service Team, setting clear goals and objectives at the start of each performance period.
• Organise team rotas, approve timesheets and manage absence requests in line with company policy.
• Conduct annual performance and career development reviews and make salary recommendations in line with Egis Group practices and policies.
• Address performance and conduct concerns fairly and consistently, leading disciplinary action where required and supported by appropriate documentation.
• Support managers and employees with complex employee relations matters and escalated issues where necessary.
• Communicate company initiatives, news and successes regularly, creating a shared understanding of priorities.
• Motivate the team to improve the quality and quantity of work delivered and identify relevant training and development needs.

Qualifications Essential experience and knowledge:

• Proven experience managing a customer service or contact centre team in a performance-driven environment.
• Strong operational leadership experience, including workforce planning, scheduling and performance management.
• Experience monitoring service quality and using operational data, customer feedback and KPIs to improve performance.
• Experience preparing clear management reports, performance analysis, budgets and forecasts.
• Good understanding of customer complaint handling, escalation management and service recovery.
• Experience developing and implementing policies, procedures and operational improvements.
• Practical experience of performance reviews, absence management, employee relations and disciplinary processes.
• Strong stakeholder management skills, with the confidence to work directly with clients and senior managers.
• Excellent written and verbal communication skills, with strong attention to detail.
• Competent user of Microsoft Office and relevant contact centre, telephony or customer management systems.

Personal attributes:

• Customer-focused, calm and solutions-oriented.
• Visible and supportive leadership style, with the ability to motivate and hold others accountable.
• Commercially aware, organised and able to balance immediate operational demands with longer-term improvement.
• Comfortable making decisions, managing competing priorities and escalating risks appropriately.

Additional Information What We Offer:

• Opportunity to work on high-profile, nationally significant projects.
• A collaborative, multidisciplinary environment with strong technical depth.
• The ability to shape and grow a key capability area.
• A clear path for career progression.
• A culture focused on innovation, sustainability, and meaningful impact.

Equality, Diversity & Inclusion: Egis is committed to promoting diversity and inclusion. We welcome applications from candidates of all backgrounds and experiences. We at EGIS are an Equal Opportunities employer and we recognise the value of a Diverse Organisation. EGIS appreciates all job applications. If you decide to apply for an opportunity at EGIS, your application will be assessed based purely on your experience, the essential and desirable criteria, and your suitability for the role. We value each and everyone’s contribution as this builds our culture and means, if you work for EGIS, you will be included, listened to, and respected.