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You'll coach, motivate, and plan resources effectively to achieve service KPIs - all within a supportive, forward-thinking organisation
Client Details
Are you a people-focused leader who thrives on improving team performance and creating great customer outcomes? We're looking for a passionate and hands-on Contact Centre Performance Manager to join a well-established organisation going through an exciting period of change and stabilisation.
This is a temporary role until April 2026, with the potential to become permanent once the new structure is embedded.
Description
You'll take ownership of a small but vital customer contact operation of around 24 colleagues and 2 Team Leaders. The team is settling into a new structure following change, so we're looking for a leader who can bring clarity, confidence, and consistency - supporting the stabilisation of the operation and embedding a positive, high-performance culture.
Your focus will be on driving day-to-day performance and engagement through coaching, communication, and clear leadership. You'll ensure the operation meets key service metrics such as AHT, FTR, Abandon Rate, Complaints, and Customer Satisfaction, all underpinned by a supportive and accountable team culture.
You'll also bring a strong eye for data and planning - using performance insight to:
- Forecast and allocate resources effectively
- Plan schedules and recruitment activity
- Monitor daily performance and adjust plans in real time
- Work closely with Quality and Training to embed continuous improvement
Profile
You're a natural people leader who's equally comfortable on the floor with your team as you are reviewing performance data. You know how to balance empathy with accountability, building a culture where colleagues feel supported and empowered to deliver great service.
You'll also bring:
- Proven experience leading a contact centre or customer service team (20-40 FTE)
- Knowledge of workforce or resource planning (forecasting, scheduling, or real-time management)
- A track record of improving team performance through coaching and cultural change
- Confidence using MI and operational data to inform decisions
- Ideally, experience in a regulated or public-facing environment
Job Offer
- 44,000 per annum
- 4 days per week onsite, 9:00am - 4:30pm (one day at home)
- Free on-site parking
- Interim until April 2026, with potential to go permanent
- Opportunity to shape and stabilise a developing team in a values-led organisation
- Immediate start
- Weekly pay
