Contact Centre Team Manager

Are you an experienced contact centre team leader looking to take the next step in your career?
We’re recruiting for a fast-paced, customer-focused business in Hertfordshire, seeking a Contact Centre Team Manager to lead a team of advisors, improve service performance, and support wider business goals.

• Leading, coaching, and developing a team of contact centre agents to deliver excellent service across voice, email, and chat
• Monitoring KPIs, identifying trends, and implementing performance improvements
• Acting as a point of escalation and resolving customer complaints effectively
• Supporting workforce planning, rota management, and real-time performance adjustments
• Collaborating with the wider operations, training, and quality teams to ensure a consistent and compliant service

What we’re looking for:

• Proven experience in a contact centre leadership role (Team Leader, Supervisor, or Manager)
• Strong people management and coaching skills
• Excellent communication and problem-solving ability
• Experience with contact centre systems and performance metrics
• Positive, proactive approach to motivating and managing teams

What’s on offer:

• A competitive salary of £35,000 - £40,000
• Annual bonus scheme
• 25 days holiday bank holidays
• Opportunities for progression and professional development
• A supportive and inclusive team culture