Client Success Team Manager

About the role

We are looking for a Client Success Team Manager to lead and develop a team of Client Success Specialists. You will be responsible for delivering outstanding service, driving performance, and fostering continuous improvement in a fast‑growing contact‑centre environment.

Key responsibilities

• Lead, motivate and coach a team of Contact Centre Advisors to meet individual and team KPIs.
• Conduct regular 1:1s, performance reviews and create tailored development plans.
• Manage performance against metrics such as adherence, AHT, quality, customer satisfaction and attendance.
• Analyse data to identify trends, risks and improvement opportunities, and implement corrective actions.
• Ensure high‑quality customer experience across phone, email and chat channels.
• Support resource planning using Workforce Management (WFM) tools and ensure compliance with policies and regulations.
• Act as escalation point for complex customer issues and contribute to continuous‑improvement initiatives.
• Collaborate with Resource Planning, Quality, Training and senior managers.

Required profile

• Experience as a Contact Centre Team Manager or a senior Team Leader ready to step up.
• Proven ability to lead people, drive performance and deliver excellent customer outcomes.
• Strong coaching and people‑development skills.
• Ability to analyse performance data and implement improvement actions.
• Excellent communication and stakeholder‑management capabilities.

Required skills

• Workforce Management (WFM) tools.

What we offer

• Permanent contract.
• Monday‑Friday schedule (8:30 am – 5:00 pm) with no weekend or shift work.
• Hybrid working model (minimum two days per week in the office).
• Opportunity to make a real impact in a business undergoing rapid growth and transformation.