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Contact Centre Manager

Job Posted: a day ago

  • Salary: £ 35,000 - 45,000 / Annum

    Job Type: Permanent

  • Location: Southampton, Hampshire

Expire in: a month

Job Description

Job Description: We are excited to be working in partnership with a well-established family run Optical & Hearing Specialist who have a fantastic full-time permanent opportunity to join their team in Southampton. Our client is looking for an experienced Contact Centre Manager who can lead, motivate and become a valuable member of the team! The Role: This role is essential to provide outstanding leadership to their Southampton based contact centre. The ideal candidate will be an experienced Contact Centre Manager, with strong leadership and a proven track record in coaching and people development experience. Duties / Responsibilities: Leadership: * Manage day-to-day contact centre activity across telephone, webchat, and email. * Ensure performance targets are consistently achieved, including service levels, conversion rates, and call handling. * Use insights from Five9 to support system adoption, scheduling, and reporting. * Analyse performance data to identify trends and implement continuous improvement plans. Team Management: * Lead a team of 15+ advisors, including 3 Senior Patient Support Advisors. * Deliver regular 1:1 meetings, mentoring, and personal development plans. * Oversee recruitment, induction, and training, working closely with the People team. * Plan efficient rotas at least six weeks in advance, managing leave and cover requirements. Customer Service: * Implement and manage quality assurance processes using EvaluAgent, including call monitoring, scorecards, and calibration sessions. * Ensure consistent coaching and feedback is provided to all team members. * Align quality metrics with wider business goals such as FCR, CSAT, and booking conversion. * Work with Learning & Development teams to adapt training based on EvaluAgent insights. Reporting: * Present results, trends, and recommendations to senior management. * Build strong relationships with colleagues across Operations, Clinical Services, IT, and People teams to ensure alignment. Experience: * A minimum of 5 years’ experience in a contact centre, including at least 2 years in management. * Solid knowledge of cloud-based contact centre platforms (Five9 experience preferred). * A proven track record in coaching, performance management, and people development. * Strong analytical and problem-solving skills, with the ability to use data to inform decisions. * Experience in workforce planning and rota management. * Excellent communication and stakeholder management skills. * Confidence in managing escalations, complaints, and service improvements. * A degree (or equivalent qualification) in Business, Management, or a related subject. Salary: £35,000 - £45,000 PA (DOE) Schedule: 09:00 – 17:30 Monday to Friday - plus and minimum of 15 Saturdays per calendar year (with a day off in lieu) Benefits: Employee discount Application question(s): Must be available on the 21st or 23rd of October to attend an interview. Experience: Contact Centre : 5 years (required) Contact Centre Management: 2 years (required)

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