Team Manager - Contact Centre

Birdholme Source: WhatJobs

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We are looking for an experienced and passionate Team Manager to join our Contact Centre leadership team. This is a key role responsible for leading, developing, and inspiring a team of Contact Centre Agents to deliver outstanding customer outcomes, achieve performance targets, and drive continuous improvement.

Working a full-time, fully flexible shift pattern , you will play a key role in ensuring operational performance, colleague engagement, and customer experience are maintained across our Contact Centre.

As a Team Manager, you will take ownership of your team’s performance, capability, and success. You will combine strong people leadership with commercial awareness, using data and insight to make informed decisions, improve operational performance, and create a culture where colleagues can thrive.

Key Responsibilities

Own team performance, delivering against customer, quality, productivity, SLA, and KPI targets through effective leadership and data-led decision making.
Lead, coach, and develop Contact Centre Agents, creating an engaged, inclusive, and high-performing team culture.
Champion exceptional customer outcomes, ensuring compliance, quality standards, and proactive risk management.
Drive continuous improvement by identifying efficiencies, implementing best practice, and supporting operational change.
Build accountability, collaboration, and a culture of getting things right first time while developing future talent.

What we’re looking for

You’ll be a confident and experienced people leader who can inspire others, make decisions, and deliver results in a fast-paced contact centre environment.

You will have:

Experience leading and developing teams within a customer service or contact centre environment.
Strong coaching and performance management skills.
The ability to use data and insight to drive decisions and improvements.
Excellent communication and stakeholder management skills.
A proactive approach with the ability to manage change and competing priorities.
A genuine passion for delivering great customer experiences and developing people.

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