Contact Centre Manager (6 month FTC)

Are you a dynamic leader with a passion for delivering exceptional customer experiences? We’re looking for a Contact Centre Manager to join our growing team in Slough, where you’ll play a pivotal role in shaping the future of our customer service operations.

** This is 4 days per week in the office in Slough, UK and you must be a UK resident with visa now **

As Contact Centre Manager, you’ll oversee the day-to-day operations of our busy contact centre, ensuring high performance, customer satisfaction, and team engagement. You’ll lead a team of leaders who lead dedicated advisors, drive continuous improvement, and implement strategies to enhance service delivery.

Key Responsibilities:

• Lead, coach, and develop a team of contact centre agents to meet performance targets.
• Monitor KPIs and service levels, ensuring a consistent and high-quality customer experience.
• Manage resource planning, scheduling, and workflow optimisation.
• Handle escalated customer issues with professionalism and efficiency.
• Collaborate with other departments to align customer service with business goals.
• Drive innovation and process improvements across the contact centre.

What We’re Looking For:

• Proven experience in a contact centre leadership role.
• Strong people management and coaching skills.
• Excellent communication and problem-solving abilities.
• Data-driven mindset with experience using contact centre metrics and tools.
• Ability to thrive in a fast-paced, customer-focused environment.