Back to search

Senior Contact Centre Manager

Merseyside Permanent £50,000 - £60,000 per year View Job Description
A fully on-site contact centre leadership role focused on driving delivery, performance, and accountability through Team Managers and Team Leaders.
  • Leadership role growing business
  • Leading a high performing contact centre

About Our Client

This role is ideal for a senior contact centre leader who enjoys being close to the operation and leading from the floor. We're looking for a delivery-focused manager, ideally from a contact centre outsourcer or managed service environment, who is comfortable driving performance through Team Managers and Team Leaders.You'll have full ownership of a customer-facing operation of around 50-60 FTE, with accountability for service delivery, people performance, and day-to-day operational rhythm. This is a visible, hands-on leadership role where pace, presence, and consistency are key.

Job Description

The Role

You will lead the operation on-site, setting clear expectations and ensuring consistent delivery through your management team. Working closely with senior stakeholders, you'll create structure, embed strong performance management, and maintain a high-energy, accountable culture.

Key Responsibilities

  • Lead, coach and performance-manage Team Managers and Team Leaders
  • Drive service delivery, productivity and customer outcomes
  • Maintain strong operational cadence, controls and governance
  • Use MI and data to manage performance and make decisions
  • Be highly visible and engaged on-site with teams
  • Partner with senior stakeholders to deliver operational goals



The Successful Applicant

  • Background in a contact centre outsourcer or managed service environment
  • Proven experience leading through Team Managers / Team Leaders
  • Strong delivery mindset and comfort managing performance
  • Confident, present leadership style with high on-site visibility
  • Experience leading teams of approximately 50-60 FTE

What's on Offer

  • Salary £50,000-£60,000
  • Location: Merseyside (fully on-site)
  • Lead from the floor with full ownership and visibility
  • Deliver results in a fast-paced, performance-driven environment



Contact
Katy Bevan
Quote job ref
JN-012026-6933449
Phone number
+44 151 255 3751

Job summary

Job function
Business Support
Subsector
Contact Centre
Sector
Business Services
Location
Merseyside
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-012026-6933449