Contact Centre Manager Job at Office Angels (Birmingham)

Operations & Parts Team Manager (Contact Centre Logistics)

As an Operations & Parts Team Manager, you will lead a busy contact centre-based...

Location

United Kingdom , Weston-super-Mare

Salary:

28789.00 - 35000.00 GBP / Year

Morson Talent

Expiration Date

Until further notice

Requirements

Proven experience in people management within a contact centre or operational environment
Strong background in WIP management, workflow coordination or job progression
Confidence using MI, reporting and data analysis to drive performance improvements
Experience overseeing stock, parts, suppliers or similar operational/logistics processes
Strong leadership skills with a track record of developing and motivating teams
Excellent organisation, prioritisation and problem-solving skills
Strong communication and stakeholder management ability
Experience working in a fast-paced and/or regulated environment
Strong Microsoft Office / Microsoft 365 skills and confidence using operational systems
A proactive, accountable and customer-focused mindset

Job Responsibility

Lead, coach and develop a high-performing operational team within a contact centre environment
Manage Work in Progress (WIP) to ensure efficient progression and completion of jobs
Use management information (MI), reporting and data analysis to monitor performance and drive improvement
Track and improve productivity, quality, attendance and team engagement
Oversee parts ordering, stock control and supplier coordination
Identify trends, risks and opportunities to improve operational performance and customer outcomes
Support compliance with internal processes and regulatory standards, including FCA requirements
Collaborate with wider operational and commercial teams to ensure a seamless customer journey
Support the implementation of new systems, processes and operational change
Foster a positive, accountable and high-performance team culture

What we offer

Competitive salary (£28,789 - £35,000 DOE)
Pension scheme
24/7 GP access for you and your household
Retail, cinema and brand discounts
Clear progression and development opportunities
Employee recognition and reward schemes
Mental health and wellbeing support, including trained first aiders
Employee Assistance Programme (counselling, financial and legal support)
Regular engagement activities and social events
Free on-site parking (where applicable) and good transport links

Fulltime

Contact Centre Team Manager - Fintech

Foundever® is looking for a dedicated and people-focussed leader to support the ...

Location

United Kingdom , Kingston upon Thames

Salary:

32000.00 GBP / Year

Foundever

Expiration Date

Until further notice

Requirements

Minimum 1 year experience in a Team Manager/Supervisor role, ideally within a contact centre (Essential)
Evidence of effective interpersonal, coaching/supervisory skills
Previous experience working in a call centre environment is essential
Excellent telephone, computer/keyboard, verbal and written communication skills
Good numeric and verbal reasoning skills
Effective problem-solving skills
Performance Management skills
Client/customer management skills

Job Responsibility

Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved
Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors
Continually review and monitor work performance of all Advisors against agreed KPI’s
Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values
Facilitate a culture of open and honest two-way communication with all team members
Ensure action from employee satisfaction surveys are implemented and continuously reviewed
Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job
Ensure appropriate actions are taken to improve client satisfaction survey scores

What we offer

10% monthly bonus

Fulltime

Contact Centre Team Manager

The Customer Services Manager plays a pivotal role in providing strong leadershi...

Location

United Kingdom , Reading

Salary:

38000.00 - 45000.00 GBP / Year

Healthxchange

Expiration Date

Until further notice

Requirements

Line management experience as a team leader or manager within a customer services/contact centre environment (required)
Experience working in a regulated environment (Pharma preferred)
Coaching skills
Passion for delivering an exceptional customer experience
Strong organisational skills
Ability to work under pressure in a fast-paced environment
Microsoft Office
CRM experience (Salesforce preferred)

Job Responsibility

Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention
Ensure all compliance requirements are met and work closely with the Quality team to support compliance and regulatory requirements within the Customer Services team
Lead by example and positively influence and contribute to team culture
Conduct regular one to one meetings with team members to review individual and team performance
Regularly review the quality of work delivered by the team through call recordings and assessment in line with the call quality requirements document
Provide daily/weekly/monthly reporting on team performance, sharing insights and commentary as required
Work closely with key stakeholders within the business to identify opportunities to improve existing procedures and seek to improvement streamlined policies to improve efficiencies
Assist with answering customer calls and emails during busy periods to ensure department service levels are maintained
Support with the recruitment and induction of new starters, including completing regular meetings during probation to ensure team members achieve the required level
Manage the department shift and holiday rota to ensure sufficient staffing capacity to support incoming customer volumes and to maintain our service levels

What we offer

Company pension
annual performance bonus
25 days holiday plus bank holidays (and increasing with service)
staff discount
staff social events
access to Health Assured EAP

Fulltime

Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

We are seeking an experienced individual to support the design, delivery, config...

Location

India , Pune

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

5+ years of experience as a Business Analyst within contact centre or telecommunications environments
Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX
Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM
Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience
Ability to translate complex technical concepts into clear, accessible language for all stakeholders
Knowledge of Agile and Waterfall methodologies
Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging
Technical degree and minimum four years of contact centre experience

Job Responsibility

Lead discovery and requirements-gathering sessions for contact centre and CX initiatives
Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures
Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows
Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow
Participate in test planning, UAT execution, and validation of deployed solutions
Produce user guides, process flows, and technical documentation for support teams and stakeholders
Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management
Contribute to application lifecycle management ensuring reusability and architectural consistency

What we offer

Opportunity to work on advanced CX and contact centre technologies across global operations
Exposure to complex technical landscapes and collaboration with multi‑national teams
Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions
Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations
A collaborative environment promoting innovation, problem‑solving, and professional growth

Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

We are seeking an experienced individual to support the design, delivery, config...

Location

India , Pune

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

5+ years of experience as a Business Analyst within contact centre or telecommunications environments
Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX
Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM
Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience
Ability to translate complex technical concepts into clear, accessible language for all stakeholders
Knowledge of Agile and Waterfall methodologies
Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging
Technical degree and minimum four years of contact centre experience

Job Responsibility

Lead discovery and requirements-gathering sessions for contact centre and CX initiatives
Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures
Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows
Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow
Participate in test planning, UAT execution, and validation of deployed solutions
Produce user guides, process flows, and technical documentation for support teams and stakeholders
Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management
Contribute to application lifecycle management ensuring reusability and architectural consistency

What we offer

Opportunity to work on advanced CX and contact centre technologies across global operations
Exposure to complex technical landscapes and collaboration with multi‑national teams
Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions
Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations
A collaborative environment promoting innovation, problem‑solving, and professional growth

New

Out Of Hours Contact Centre Supervisor

Out of hours (OOH) Contact Centre Supervisor at Metro Rod LTD. Full time, perman...

Location

United Kingdom , Macclesfield

Salary:

21887.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Previous supervisory or team leadership experience within a contact centre environment
Strong coaching and people management skills
Experience managing performance against KPIs
Excellent communication and interpersonal skills
Ability to make decisions under pressure
Customer-focused mindset

Job Responsibility

Take full ownership of Out of Hours service delivery
Lead, motivate and develop the Weekend, Evening and Night teams
Monitor live service levels and take proactive action to maintain performance targets
Manage resource allocation and workload distribution across Out of Hours operations
Act as the primary escalation point for operational issues occurring Out of Hours
Ensure emergency and reactive customer requirements are managed effectively
Conduct coaching sessions, performance reviews and quality monitoring
Manage escalated customer contacts and complaints where required
Drive continuous improvement initiatives across service, quality and productivity
Participate in the management on-call rota and support major incidents and escalations

What we offer

25 days annual leave – plus bank holidays
Royal London, Company Pension
Group Life Assurance
Additional Paid Leave / Special Leave
Cycle to Work Scheme
Free Eye Tests / Subsidy for Glasses
Free Standard Parking
Employee Assistance Programme
Occupational Health Support
Employee Discounts Platform - Mintago

Fulltime

New

Child Contact Centre Coordinator

Are you an experienced family support professional looking to lead a meaningful ...

Location

United Kingdom , South Shields

Salary:

29000.00 - 34000.00 GBP / Year

Gillespie Recruitment

Expiration Date

Until further notice

Requirements

Level 3 qualification in Childcare, Social Care, or similar
Experience in family support, social care, or related field
Strong understanding of safeguarding
Confident working with complex family dynamics
Highly organised with excellent communication skills

Job Responsibility

Oversee the daily operation of the contact centre
Lead, support, and supervise sessional staff
Ensure safe, high-quality contact sessions
Work directly with families in complex situations
Manage safeguarding and risk effectively
Build strong relationships with families and partner agencies

What we offer

Flexible working
Supportive, values-driven organisation
Opportunity to make a real impact

Fulltime

New

Out of Hours Contact Centre Supervisor

Out of hours (OOH) Contact Centre Supervisor. Metro Rod LTD. Full time, permanen...

Location

United Kingdom , Macclesfield

Salary:

21887.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Previous supervisory or team leadership experience within a contact centre environment
Strong coaching and people management skills
Experience managing performance against KPIs
Excellent communication and interpersonal skills
Ability to make decisions under pressure
Customer-focused mindset

Job Responsibility

Take full ownership of Out of Hours service delivery
Lead, motivate and develop the Weekend, Evening and Night teams
Monitor live service levels and take proactive action to maintain performance targets
Manage resource allocation and workload distribution across Out of Hours operations
Act as the primary escalation point for operational issues occurring Out of Hours
Ensure emergency and reactive customer requirements are managed effectively
Conduct coaching sessions, performance reviews and quality monitoring
Manage escalated customer contacts and complaints where required
Drive continuous improvement initiatives across service, quality and productivity
Participate in the management on-call rota and support major incidents and escalations

What we offer

25 days annual leave – plus bank holidays
Royal London, Company Pension
Group Life Assurance
Additional Paid Leave / Special Leave
Cycle to Work Scheme
Free Eye Tests / Subsidy for Glasses
Free Standard Parking
Employee Assistance Programme
Occupational Health Support
Employee Discounts Platform - Mintago

Fulltime

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Contact Centre Manager

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