Call Centre Manager Jobs

Are you a results-driven leader with a passion for delivering exceptional customer experiences? Contact Centre Manager jobs offer the perfect opportunity to lead dynamic teams, optimise performance, and drive success within fast-paced contact centre environments.At Stafffinders, we recruit talented management professionals for leading contact centres across Glasgow, Edinburgh, and throughout Scotland.

As a Contact Centre Manager, you’ll play a crucial role in overseeing day-to-day operations, motivating staff, managing budgets, and ensuring outstanding service delivery. Whether you’re leading an inbound, outbound, or blended contact centre, your leadership will be key to achieving targets and fostering a positive, productive team culture.

What Does a Contact Centre Manager Do?

The role of a Contact Centre Manager is varied and demanding, combining people management, strategic planning, and performance analysis. You’ll be responsible for coordinating the daily operations of the contact centre to ensure efficient service and exceptional customer satisfaction. Typical responsibilities include:

• Managing the daily running of the call centre, including resource planning and workflow management.

• Setting and meeting performance targets for service quality, efficiency, and customer satisfaction.

• Analysing performance data such as call handling times, abandonment rates, and response levels.

• Recruiting, coaching, and motivating staff to achieve individual and team goals.

• Conducting needs assessments, performance reviews, and cost-benefit analyses.

• Implementing call centre strategies, scripts, and quality standards to drive improvement.

• Liaising with clients, third-party suppliers, and senior management to align objectives.

• Forecasting and reporting on budgets, staffing, and performance statistics.

• Handling complex customer issues or escalations with professionalism and care.

Ultimately, your role will be to ensure that the contact centre runs smoothly, efficiently, and profitably, delivering first-class service while supporting and developing your team.

Skills and Qualities for Contact Centre Manager Jobs

Success as a Contact Centre Manager requires a blend of strong leadership, strategic thinking, and operational expertise.

Key qualities include:

• Proven experience managing large customer service or call centre teams.

• Strong communication and interpersonal skills.

• The ability to analyse data, forecast performance, and make informed decisions.

• Excellent organisational and problem-solving abilities.

• A motivational leadership style, inspiring teams to achieve targets.

• Knowledge of call centre technologies and CRM systems.

• The ability to thrive under pressure and adapt in a fast-paced environment.

Employers particularly value managers who can balance people-first leadership with a clear commercial mindset, driving both staff engagement and business performance.

How to Become a Contact Centre Manager

Many Contact Centre Managers progress from team leader or supervisor roles, gaining valuable frontline experience before moving into senior management positions.

Typical routes include:

• Gaining experience as a Customer Service Advisor, Team Leader, or Supervisor.

• Completing management or business-related qualifications such as NVQs, HNDs, or degrees in Business, Management, or Customer Service.

• Developing strong analytical, leadership, and customer service skills.

• Staying up to date with industry trends, technological developments, and customer service best practices.

With experience, Contact Centre Managers can advance into Senior Operations Manager, Head of Customer Experience, or Regional Contact Centre Director roles.

If you’re ready to take your leadership career to the next level, explore Contact Centre Manager today with Stafffinders, your trusted recruitment partner.