Contact Centre Manager

2 weeks ago

Norwich, Norfolk, United Kingdom Anglian Home Improvements Full time
Job Title: Contact Centre Manager

As a Contact Centre Manager at Anglian Home Improvements, you will be responsible for overseeing the daily operations of the National Contact Centre, ensuring smooth performance and high-quality service. You will analyze performance data, optimize efficiency, and make decisions that balance service quality with budget goals.

Key Responsibilities:
  • Manage the daily operations of the Contact Centre, balancing business and people priorities to achieve key KPIs and objectives.
  • Manage the performance and development of direct reports to achieve individual targets aligned to the overall Contact Centre strategy and budgetary requirements.
  • Undertake and contribute to projects to identify, establish, and enhance effective business processes to support the strategy and business objectives of the Call Centre.
  • Support the team with development and succession planning within the areas in accordance with NCC and Group L&D initiatives, ensuring optimum performance is always maintained.
  • Support the Head of Call Centre in planning and implementing high-level strategy within the departments, working with key stakeholders to recommend and implement change.
  • Create an impact through presence and natural ability to influence positively, leading by example.
Key Skills & Experience:
  • Proven experience as a Contact Centre Manager or similar leadership role in a customer service environment.
  • Strong leadership and team management skills, with a focus on coaching and staff development.
  • Excellent communication and problem-solving abilities.
  • Proficient in contact center technologies, including dialler experience and reporting tools.
  • Ability to produce, analyze, and interpret data and performance through KPIs and service metrics.
  • Experience in budget management and cost optimization.
  • Knowledge of industry regulations and best practices.
Why Join Us?
  • Competitive Salary
  • 31 days holiday, increasing to 33 days after 2 years of service plus have your birthday off
  • Paid time off annually to volunteer
  • Comprehensive health & well-being benefits including cycle to work scheme, 24hr remote access to a doctor, heavily discounted gym memberships and free access to mental health first aiders
  • Heavily discounted group discount scheme on all products
  • Group Perks and freebies on days out, cinema, theatre, eating in and out, mobiles phones, a new car, food shopping and most major high street retailers
  • Opportunity to work with a forward-thinking and supportive team.
  • Career development and continuous learning opportunities.

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