Contact Centre Manager - Housing

Interim Contact Centre Manager 27 - 30 per hour PAYE + Holiday Pay 3-Month Contract Monday to Friday No Weekend WorkingI''m working with a large housing organisation who are looking for an experienced Contact Centre Manager to provide interim leadership across a high-volume customer contact operation.This is a hands-on leadership role where you''ll oversee a high-volume customer contact operation handling around 30,000 calls per month, leading a team of approximately 60 employees across reception, contact centre and back-office functions.The organisation is looking for an experienced manager, ideally from a housing background, who can quickly establish credibility, provide visible leadership, manage performance and keep a critical customer service operation running effectively.The RoleLead and manage a team of approximately 60 staffDirectly manage 2 Senior Team Leaders and 4 Team LeadersOversee a high-volume contact centre environment handling around 30,000 calls monthlyManage service delivery against key KPIs and SLAsDrive service improvements and operational efficienciesSupport and improve performance across teamsMonitor workforce planning, productivity and customer outcomesAnalyse and report on performance data and service metricsEnsure excellent customer service standards are maintained across both telephony and back-office functionsApproximately 80% of the role is focused on contact centre operations, with the remaining 20% supporting customer service administration and ..... full job details .....