Contact Centre Director

3 weeks ago


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

We are seeking a seasoned Contact Centre Manager to oversee the daily operations of our National Contact Centre. As a key member of our Senior Management Team, you will be responsible for ensuring smooth performance, analysing performance data, and optimising efficiency to meet business objectives.

Key Responsibilities:
  • Manage the daily operations of the Contact Centre, balancing business and people priorities to achieve key KPIs and objectives.
  • Develop and manage direct reports to achieve individual targets aligned to the overall Contact Centre strategy and budgetary requirements.
  • Contribute to projects to identify, establish, and enhance effective business processes supporting the strategy and business objectives of the Contact Centre.
  • Support the team with development and succession planning, ensuring optimum performance is maintained.
  • Collaborate with the Head of Call Centre to plan and implement high-level strategy, working with key stakeholders to recommend and implement change.
  • Use data-driven insights to improve customer experience and streamline workflows.
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 centre technologies, including dialler experience and reporting tools.
  • Ability to produce, analyse, and interpret data and performance through KPIs and service metrics.
  • Experience in budget management and cost optimisation.
  • 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 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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