Contact Centre Manager

We’re looking for an inspiring Contact Centre Manager to lead a high-performing team at the heart of a busy and exciting operation in the West Midlands.

Location: West Midlands - Hybrid 2 days onsite
Salary: 50k + bonus + bens

This is a fantastic opportunity for someone who loves developing people, driving performance, and creating a positive, motivated culture where teams can truly excel.

The Role:

As Contact Centre Manager, you’ll take ownership of daily operations, ensuring exceptional customer experience while leading, coaching, and empowering your teams to perform at their best. You’ll play a key role in shaping the culture, driving engagement, and delivering operational excellence through progressive process improvement.

You will work closely with the Planning and Digital teams to ensure the customer is at the heart of the organisations support strategy.

Key Responsibilities

• Lead, inspire, and develop Team Leaders and Advisors to achieve outstanding results
• Drive a high-performance, customer-centric culture
• Oversee day-to-day contact centre operations in a fast-moving environment
• Monitor KPIs, identify trends, and implement improvements
• Champion employee engagement, wellbeing, and development
• Collaborate with senior stakeholders to support business goals
• Ensure service levels, quality standards, and customer satisfaction targets are consistently met

About You

• Proven experience managing a busy contact centre operation
• A natural leader with a passion for coaching and developing people
• Strong ability to motivate teams and build a positive, energetic culture
• Data-driven with experience using metrics to improve performance
• Excellent communication and stakeholder management skills
• Resilient, adaptable, and thrives in a fast-paced environment