Contact Centre Team Manager

Contact Centre Team Manager Hours: 40h p/w Location: Stevenage Shift Pattern: This role operates on a rotational shift basis Monday - Sunday and may include early, mid and late shifts in line with Contact Centre operating hours. Shifts may include: Early Shift: 07:45 - 16:45 Mid Shift: 09:30 - 18:30 Late Shift: 11:15 - 20:15 Sunday: 09:45 - 18:15 Why join ? At eurochange, we re all about people and that includes you! We re a dedicated and proactive bunch, passionate about our purpose: to make foreign exchange better, simpler and more convenient, while always being the trusted inspirational experts. As a Contact Centre Team Manager, you''ll provide operational leadership across the Contact Centre during allocated shifts, ensuring customers, branch colleagues and internal stakeholders receive responsive, professional and compliant support. This is a Contact Centre-wide management role, with accountability for balancing priorities across customer support, branch support and first-line compliance support activity. Operating as the key operational leader during your shift, you''ll make real-time decisions on workload prioritisation, resource deployment, escalation routing, service recovery and operational risk. You''ll lead and develop colleagues, provide operational direction across workstreams, maintain compliance and risk standards, and use performance insight to drive continuous improvement. The role has a wider operating span than single-team leadership roles and ..... full job details .....