Contact Centre Team Manager - #2170219

Job Title: Contact Centre Team Manager

Reports to: Operations Manager

Salary: £35,000 + Bonus

Direct Reports: Team Leaders

Location: Onsite at the Blume Office

Contract Type: Permanent

Hours: Full-time

Role Purpose

The Contact Centre Team Manager is responsible for leading the effective performance and day-to-day delivery of their contact centre team.

Working with the Team Leaders, the CCTM provides clear direction, develops leadership capability and ensures performance, customer experience, quality and people standards are consistently maintained.

The role combines operational oversight with people leadership, ensuring risks are identified early, appropriate action is taken and business priorities are delivered effectively across the team.

The CCTM acts as a key link between frontline operations, senior leadership and support functions, while role modelling our values by being Human in how they lead and support others, Inquisitive in how they challenge, learn and improve, and Brave in making decisions, addressing issues and driving positive change.

Key Accountabilities

• Maintaining a strong understanding of operational priorities, business updates and relevant information, ensuring these are reflected in the day-to-day management of the team.
• Overall performance and operational delivery of their team.
• The capability, performance and development of their Team Leaders.
• Ensuring agents are effectively managed, coached and supported through the Team Leader.
• Customer experience, quality and compliance standards.
• Ensuring absence, performance and employee relations matters are managed effectively and consistently.
• Team engagement, wellbeing and culture.
• Accurate and up-to-date people management records.
• Identifying, managing and escalating operational and people risks.
• Delivering business priorities, policies and processes consistently across the team.
• Taking ownership of their own development, attending required training, acting on feedback and proactively seeking guidance, coaching or support from the Operations Manager where required.