Contact Centre Manager

About the role

We are seeking a Contact Centre Manager to lead a high‑performing team in Watford. The role combines people leadership with operational oversight to ensure outstanding customer support and continuous improvement.

Key responsibilities

• Lead and motivate a team of Contact Centre Advisors to deliver exceptional customer experiences.
• Drive performance against service levels, quality standards and operational KPIs.
• Coach, mentor and develop team members through regular feedback and personal development planning.
• Manage attendance, absence and performance in line with company policies.
• Monitor real‑time performance, productivity and schedule adherence, taking corrective action as needed.
• Handle escalated customer queries and complaints, ensuring timely resolution.
• Identify and implement process improvements to increase efficiency.
• Analyse performance data to spot trends and support business objectives.
• Act as a subject‑matter expert, providing guidance to colleagues and advisors.

Required profile

• Previous experience managing people within a contact centre or customer service environment.
• Strong leadership and coaching abilities with a proven track record of improving team performance.
• Experience managing KPIs, productivity, absence and operational performance.
• Commercial awareness with a focus on efficiency and customer outcomes.
• Excellent communication, problem‑solving and decision‑making skills.

Required skills

• Microsoft Office applications
• CRM platforms such as SAP, ServiceNow or Gem Suite

What we offer

• Hybrid working – three days on‑site each week.
• Competitive salary and benefits.
• Opportunities to develop leadership skills in a supportive environment.
• Collaborative culture that values coaching and continuous improvement.
• Structured shift patterns across a well‑supported contact centre operation.