Job Summary
We are looking for an experienced and customer-focused Contact Centre Manager to join our growing team in Armagh. This is an exciting opportunity for someone who enjoys leading high-performing teams, improving customer service operations, and driving operational excellence. As a Contact Centre Manager, you will oversee the day-to-day management of the contact centre, support team development, and ensure exceptional customer experiences through effective leadership and continuous improvement. We offer a supportive working environment, ongoing leadership development, and excellent opportunities for career progression.
What You'll Do
- Manage the daily operations of the contact centre to ensure service objectives are achieved.
- Lead, coach, and support team leaders and customer service advisors.
- Monitor operational performance, productivity, and customer satisfaction metrics.
- Develop and implement strategies to improve service quality and operational efficiency.
- Handle escalated customer enquiries and support resolution of complex issues.
- Monitor workforce planning, scheduling, and resource allocation.
- Prepare operational reports, performance dashboards, and management updates.
- Collaborate with internal departments to improve customer service processes.
- Support recruitment, onboarding, training, and ongoing development of team members.
- Ensure compliance with company policies, procedures, and service standards.
- Promote a positive, collaborative, and high-performing workplace culture.
Requirements
- Previous experience in customer service, contact centre operations, team leadership, operations management, business support, retail, hospitality, or a related role is beneficial but not essential.
- Leadership or management experience is advantageous but not required.
- Excellent communication and interpersonal skills.
- Strong organisational and problem-solving abilities.
- Customer-focused mindset with the ability to motivate and develop teams.
- Comfortable using Microsoft Office and standard business systems.
- Ability to manage multiple priorities in a fast-paced environment.
- Positive attitude and commitment to continuous improvement.
- GCSEs, A-Levels, college qualifications, or equivalent are preferred but not required.
Why Work With Us
- Competitive monthly salary.
- Comprehensive onboarding and ongoing leadership development.
- Supportive and collaborative working environment.
- Opportunities for internal promotion and long-term career progression.
- Stable full-time employment with a growing organisation.
- Inclusive workplace that values teamwork, innovation, and exceptional customer service.
Pay: £3,800.00-£5,300.00 per month
Work Location: In person
