Contact Centre Manager - Housing

Interim Contact Centre Manager £27 - £30 per hour PAYE + Holiday Pay 3-Month Contract Monday to Friday | No Weekend Working I'm working with a large housing organisation who are looking for an experienced Contact Centre Manager to provide interim leadership across a high-volume customer contact operation. This is a hands-on leadership role where you'll oversee a high-volume customer contact operation handling around 30,000 calls per month, leading a team of approximately 60 employees across reception, contact centre and back-office functions. The organisation is looking for an experienced manager, ideally from a housing background, who can quickly establish credibility, provide visible leadership, manage performance and keep a critical customer service operation running effectively. The Role Lead and manage a team of approximately 60 staff Directly manage 2 Senior Team Leaders and 4 Team Leaders Oversee a high-volume contact centre environment handling around 30,000 calls monthly Manage service delivery against key KPIs and SLAs Drive service improvements and operational efficiencies Support and improve performance across teams Monitor workforce planning, productivity and customer outcomes Analyse and report on performance data and service metrics Ensure excellent customer service standards are maintained across both telephony and back-office functionsApproximately 80% of the role is focused on contact centre ...