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Contact Centre Team Manager

  • Location: Chelmsford
  • Salary: £31,200 per year
  • Job Type:Permanent

Posted 26 days ago

  • Sector: Front-Line Talent
  • Contact: Natasha Goldstone
  • Contact Email:
  • Contact Phone: 0161 883 2740
  • Expiry Date: 30 May 2024
  • Job Ref: NG/11664

Contact Centre Team Manager

Shift work


My client is seeking an experienced Contact Centre Team Manager to manage the running of their multi-client customer service centre. As the Contact Centre Team Manager, you will be responsible for overseeing the service provided across multiple customer contact channels and activities.

Role Profile

The Contact Centre Team Manager will provide leadership, direction and management to the Shift Managers and Agents in order to deliver service excellence, contractual service level agreements and operational metrics. Your key focus will be to deliver a speed of service in a cost-efficient manner whilst not compromising the quality.

Key Responsibilities

  • Liaise with the Head of Connect at weekly Performance and Management meetings.

  • Manage a team of agents, including 1 x 1-1 with each agent per month.

  • Call Quality Analysis x 2 calls per month, per agent.

  • First line complaint management.

  • Improve Pinnacle Connect productivity and performance.

  • Continuous improvement and efficiencies within the Connect service.

  • Ensure that the business meets relevant KPIs.

  • Identify issues or trends and suggest possible remedial actions.

  • Deal with any Connect finances issues such as payment of invoices.

  • Client reports and stats, together with attendance of some client meetings.

  • Performance – Provide weekly and monthly analysis on your team into Performance meetings.

  • Ensure appropriate staffing and Management cover on our rota.


  • Proven experience as a Contact Centre Team Manager or similar role.

  • Excellent communication and leadership skills.

  • Ability to motivate and manage a team effectively.

  • Experience in call centre operations and processes.

  • Strong analytical and problem-solving skills.

  • Ability to work under pressure and meet tight deadlines.

  • Good understanding of KPIs and metrics.

  • Proficient in Microsoft Office Suite.

  • Flexibility to work outside of normal working hours as required.


Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact MERJE directly.