Contact Centre Manager

Contact Centre Team ManagerJoin 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 OverviewLocation: Watford (3 days per week on-site)Package: Competitive salary and benefitsDuration: 12-month FTCIndustry: Customer Service / Contact Centre/ Regulated environmentWhat You''ll Be DoingLead 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 NeededPrevious experience managing people within a contact centre or customer service ..... full job details .....