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For Companies At a Glance
- Tasks: Lead a high-performing contact centre and drive service delivery.
- Company: Dynamic company focused on performance and growth.
- Benefits: Competitive salary, hands-on leadership role, and career advancement.
- Why this job: Make a real impact by leading a team and driving results.
- Qualifications: Experience in contact centre management and strong leadership skills.
- Other info: Fast-paced environment with full ownership of operations.
The predicted salary is between 50000 - 60000 £ per year.
Leadership role growing business leading a high performing contact centre.
About Our Client
This role is ideal for a senior contact centre leader who enjoys being close to the operation and leading from the floor. We are looking for a delivery-focused manager, ideally from a contact centre outsourcer or managed service environment, who is comfortable driving performance through Team Managers and Team Leaders. You will have full ownership of a customer-facing operation of around 50-60 FTE, with accountability for service delivery, people performance, and day-to-day operational rhythm. This is a visible, hands-on leadership role where pace, presence, and consistency are key.
Job Description
The Role
You will lead the operation on-site, setting clear expectations and ensuring consistent delivery through your management team. Working closely with senior stakeholders, you'll create structure, embed strong performance management, and maintain a high-energy, accountable culture.
Key Responsibilities
- Lead, coach and performance-manage Team Managers and Team Leaders
- Drive service delivery, productivity and customer outcomes
- Maintain strong operational cadence, controls and governance
- Use MI and data to manage performance and make decisions
- Be highly visible and engaged on-site with teams
- Partner with senior stakeholders to deliver operational goals
The Successful Applicant
- Background in a contact centre outsourcer or managed service environment
- Proven experience leading through Team Managers / Team Leaders
- Strong delivery mindset and comfort managing performance
- Confident, present leadership style with high on-site visibility
- Experience leading teams of approximately 50-60 FTE
What's on Offer
- Salary £50,000-£60,000
- Location: Merseyside (fully on-site)
- Lead from the floor with full ownership and visibility
- Deliver results in a fast-paced, performance-driven environment
Senior Contact Centre Manager employer: Michael Page (UK)
Contact Detail:
Michael Page (UK) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Contact Centre Manager
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent achievements. This will help you tailor your approach and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for standing out in the interview process.
✨Tip Number 3
Prepare for situational questions! Think about how you've led teams in the past and be ready to share specific examples of how you've driven performance and managed challenges.
✨Tip Number 4
Don't forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds.
We think you need these skills to ace Senior Contact Centre Manager
Some tips for your application 🫡
Show Your Leadership Style: When writing your application, make sure to highlight your leadership style. We want to see how you lead from the floor and engage with your team. Share specific examples of how you've driven performance and created a high-energy culture in your previous roles.
Be Data-Driven: Since this role involves using MI and data to manage performance, don’t forget to mention your experience with data analysis. We love candidates who can make informed decisions based on metrics, so include any relevant examples that showcase your analytical skills.
Tailor Your Application: Make your application stand out by tailoring it to our job description. Use keywords from the posting, like 'service delivery' and 'performance management', to show that you understand what we’re looking for. This will help us see how you fit into our vision.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application directly and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Michael Page (UK)
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) relevant to contact centres. Be ready to discuss how you've used data to drive performance in your previous roles. This shows you understand the metrics that matter and can leverage them effectively.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership approach, especially in a hands-on environment. Talk about how you’ve successfully led teams of 50-60 FTE, focusing on coaching and performance management. This will demonstrate your ability to lead from the floor.
✨Engage with Stakeholders
Think about how you’ve partnered with senior stakeholders in the past. Be ready to share specific instances where you’ve collaborated to achieve operational goals. This will illustrate your ability to maintain strong relationships and drive results.
✨Emphasise Your Delivery Mindset
Highlight your focus on service delivery and productivity. Prepare to discuss strategies you’ve implemented to enhance customer outcomes and maintain a high-energy culture. This will show that you’re not just about managing but also about delivering tangible results.
