Contact Centre Manager Jobs

Contact centre manager jobs are responsible for the daily running and management of a contact centre through the effective use of resources. 

Depending on the size of the operation, contact centre manager jobs will coordinate and motivate contact centre staff.   The contact centre manager is responsible for meeting and the possible setting of customer service targets and planning areas of improvement or development.  Contact centre manager jobs liaises with the businesses that the contact centre provides services for, as well as with the third parties who supply products to the centre.

There are two main contact centres - inbound and outbound (some contact centres incorporate both) the contact centre manager will be responsible for ensuring that the contact centre runs smoothly.  Contact centre manager jobs will organise staffing including shift patterns and the number of staff required to meet the demand.   Contact centre manager jobs will be responsible for forecasting and analyzing data against budget figures on a weekly/monthly basis.   Contact centre manager jobs will also analyse performance statistics, e.g. average speed of answer, average time of abandonment and will make decisions on the basis of performance statistics, for example which members of staff need to improve, how effective the current scripts are etc.

Duties of a Contact Centre Manager

  • Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations.
  • Carrying out needs assessments, performance reviews and cost/benefit analyses.
  • Setting and meeting performance targets for speed, efficiency, sales and quality.
  • Ensuring all relevant communications, records and data are updated and recorded.
  • Advising clients on products and services available.
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
  • Maintaining up-to-date knowledge of industry developments and involvement in networks.
  • monitoring random calls to improve quality, minimise errors and track operative performance.
  • Co-ordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Recording statistics, user rates and the performance levels of the centre and preparing reports.
  • Handling the most complex customer complaints or enquiries.
  • Organising staffing, including shift patterns and the number of staff required to meet demand.
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
  • Forecasting and analysing data against budget figures on a weekly and/or monthly basis.

Annual salary can range between £18,000 and £26,000. At manager level, salaries vary widely between £20,000 and in excess of £60,000 with opportunities to earn commission. Senior-level salaries tend to have bonuses and other benefits attached.

Contact the Contact Centre Division Team

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Candidates can submit a CV online using our Register online service.

Contact Centre Jobs by Email

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Job Listings

  1. Customer Service Administrator

    Location: Ayr

    Salary: £7.83 p/h

    Category: Call Handler

    Stafffinders are currently looking for Customer Service staff to work within our clients well established business based in South Ayrshire. A great opportunity to be part of a team, providing Administrative and Customer Service support to customers via telephone and email.
    Monday to Friday 9-5pm.
    This is an on-going temporary ...

  2. Outbound Sales Team Manager

    Location: Falkirk

    Salary: TBC

    Category: Team Manager/Leader

    An enthusiastic and driven Outbound Sales Team Manager is required to join our client based in Falkirk.
    This is an excellent opportunity to join a marketing leading company during a busy and exciting time.
    Your new role:
    You will be responsible for leading and motivating a team of outbound sales ...

  3. Production/Manufacturing Manager

    Location: Ayrshire North

    Salary: £30000 to £30000 p/a

    Category: Management

    We are currently recruitinig for a Production/Manufacturing Manager for our client who are a family run manufacturing company basd in North Ayrshire.
    Key Responsibilities: 

    Look at setting up and running an effective IT led production planning system, looking at daily production schedules in line with quality control and agreed ...

  4. Telesales Advisor

    Location: Falkirk

    Salary: £7.95 p/h

    Category: Call/Contact Centres

    Stafffinders are working in partnership with Unisono, who are an outsourcing contact centre based in Larbert.  We have some exciting new Full Time and Part Time Contact Centre/Sales roles available within their service centre and would like to give you the opportunity to join them on their journey of ...