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Contact Centre Manager
Location: Chertsey, Surrey
Salary: £40,000 - £60,000 per annum
Are you an experienced Contact Centre Manager looking for a dynamic opportunity to lead and enhance customer service operations across multiple markets? Join a fast-paced, innovative team that is driving best-in-class customer experience through data-driven insights and operational excellence. If you thrive in an international environment and have a passion for optimising contact centre performance, this could be your ideal next role.
As a Contact Centre Manager, you will oversee and improve customer service operations across multiple European markets. You will analyse key performance metrics, drive quality assurance initiatives, manage vendor relationships, and ensure the seamless integration of processes across all customer service channels, including voice, chat, email, and social media.
Monitor and analyse contact centre operations across multiple customer touchpoints, ensuring efficiency and high-quality service.
Set and manage core performance metrics, collaborating with internal stakeholders to drive continuous improvement.
Conduct regular audits, mystery shopping, and quality assessments to enhance service levels.
Develop and implement best practices, standardised guidelines, and operational policies across European markets.
Work closely with external partners, including BPO providers, to ensure seamless service delivery.
Analyse operational costs and recommend strategies for optimisation.
Lead data-driven decision-making by generating insightful reports on contact centre performance.
Support contract negotiations, vendor selection, and service agreements for outsourced contact centre operations.
Benchmark against industry trends and competitors to identify areas for innovation and improvement.
Oversee contingency planning to address potential service disruptions.
Collaborate with internal teams to enhance digital and eCommerce customer support strategies.
Regional and local customer service teams
Contact centre vendors and BPO providers
Internal business units, including IT, sales, and marketing
Senior management teams across European subsidiaries
Proven experience in a contact centre leadership role within a fast-paced, multi-market environment.
Strong analytical skills with the ability to interpret complex data and drive actionable insights.
Experience in quality assurance, training, and operational audits within a contact centre setting.
Familiarity with Customer as a Service (CaaS) platforms such as SAP, Salesforce, or similar.
Excellent communication, negotiation, and stakeholder management skills.
Ability to travel within Europe when required.
Experience working with international teams and managing outsourced service providers.
Knowledge of modern contact centre technologies (IVR, CTI, chatbots, AI-driven analytics).
Exposure to eCommerce and digital customer service operations.
Experience in contract and vendor management.
25 days annual leave
Performance-based discretionary bonus scheme
Defined Contribution Pension (up to 4% employee, up to 8.5% employer)
Private Medical Insurance
Group Life Assurance & Permanent Health Insurance
Flexible Benefits Allowance
Hybrid working model
If you're looking for a challenging and rewarding role where you can drive impactful change in customer service operations, wed love to hear from you. Apply today!
