Contact Centre Manager at Communicate Recruitment

• A leading, international customer-focused organisation is seeking an experienced Contact Centre Manager to lead and optimise a high-performing service team.

Job Description:

• Lead, coach, and develop a team of contact centre staff to achieve performance targets
• Drive service excellence, ensuring a consistent, high-quality customer experience
• Manage daily operations, including workforce planning, scheduling, and productivity
• Monitor and improve KPIs, service levels, and operational efficiency
• Handle escalated customer issues and implement long-term service improvements
• Partner with internal stakeholders to enhance processes and communication
• Embed a strong performance, accountability, and continuous improvement culture

Skills & Experience:

• 4–5+ years’ experience in a contact centre or customer operations leadership role
• Proven track record managing and motivating teams in a high-volume environment
• Strong understanding of contact centre operations, QA, and performance metrics
• Experience with workforce management and resource planning
• Proficiency in tools such as Excel and reporting platforms (e.g., Power BI)
• Excellent leadership, coaching, and communication skills

Qualification:

• Relevant degree or national diploma is acceptable.