Contact Centre Team Manager Join a customer-focused organisation where service excellence is at the heart of everything they do. This is an opportunity to lead, develop and inspire a high-performing contact centre team, ensuring customers receive outstanding support while driving operational performance and continuous improvement. Role Overview Location: Watford (3 days per week on-site) Package: Competitive salary and benefits Duration: 12-month FTC Industry: Customer Service / Contact Centre/ Regulated environment What You’ll Be Doing Lead and motivate a team of Contact Centre Advisors to consistently deliver exceptional customer experiences. Drive performance against service levels, quality standards and key operational KPIs. Coach, mentor and develop team members through regular feedback, one-to-ones and personal development planning. Manage attendance, absence and performance in line with company policies and procedures. Monitor real-time team performance, productivity and schedule adherence, taking action where required. Handle escalated customer queries and complaints, ensuring timely and effective resolutions. Identify opportunities to improve processes, efficiency and ways of working across the team. Analyse performance data to spot trends, improve outcomes and support business objectives. Act as a subject matter expert, providing guidance and support to colleagues and advisors. Main Skills Needed Previous experience managing people within a contact centre or customer service environment. Strong leadership and coaching skills with a proven ability to improve individual and team performance. Experience managing KPIs, productivity, absence and operational performance. Confident using data and reporting to drive decision-making and continuous improvement. Good working knowledge of Microsoft Office applications. Experience using CRM platforms such as SAP, ServiceNow, Gem Suite or similar systems. Commercial awareness with a focus on improving efficiency and customer outcomes. Excellent communication, problem-solving and decision-making skills. What’s in It for You Hybrid working with three days on-site each week. A varied leadership role with real influence over team performance and customer experience. Opportunities to develop your leadership skills within a supportive environment. A collaborative culture that values coaching, continuous improvement and professional development. The chance to make a measurable impact on service delivery and operational success. Structured shift patterns across a well-supported contact centre operation. Shift Pattern 8-hour shifts on a 5 days on, 2 days off rota. Shift times include: 8:00am – 4:30pm 9:00am – 5:30pm 10:00am – 6:30pm 11:30am – 8:00pm Contact Centre Operating Hours Monday to Saturday: 8:00am – 8:00pm Sunday: 9:00am – 5:00pm Careers move fast. Let’s make sure yours is heading the right way. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. By applying you are confirming you are happy to be added to the Addition Solutions mailing list regarding future suitable positions. You can opt out of this at any time simply by contacting one of our consultants.
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