Contact Centre Manager
| Posting date: | 10 July 2025 |
|---|---|
| Salary: | £45,000 to £50,000 per year |
| Hours: | Full time |
| Closing date: | 09 August 2025 |
| Location: | Evesham, Worcestershire, WR11 1JH |
| Company: | Karndean Designflooring LTD |
| Job type: | Permanent |
| Job reference: | JOB485_1752156666 |
Summary
We are seeking an experienced, dynamic Contact Centre Manager to lead the daily operations of our multi-channel customer contact centre. This role is pivotal to support the broader business wide initiative to transform the Karndean Customer Experience through people performance, exceptional customer service, and digital transformation. The ideal candidate will have a strong background in contact centre leadership, project implementation, and change management, with proven expertise in modern contact centre technologies.
Responsibilities:
- Lead and manage the Contact Centre team, including Team Managers, Customer Service Supervisors, and Advisors, to meet SLAs and quality standards.
- Drive strategic projects to implement or enhance systems (e.g. case management, CRM, telephony, QA tools) and processes.
- Collaborate cross-functionally with IT, Technical, Resource Planning, and Customer Experience teams.
- Own end-to-end delivery of change initiatives: planning, rollout, communication, training, and adoption.
- Monitor daily operations across all channels (phone, email, chat) ensuring efficiency and customer satisfaction.
- Provide coaching, mentoring, and performance development to Customer Service Supervisors as well as Customer Service Advisers.
- Maintain detailed knowledge of contact centre systems and operational metrics, using real-time and historical data to inform decisions.
- Support the Head of CX with reporting, strategy alignment, and long-term operational planning.