Contact Centre Manager Role
A Contact Centre Manager is responsible for leading the daily operations of a contact centre, managing teams to deliver exceptional customer service, achieve performance targets and maintain a positive, efficient work environment.
Key Responsibilities
- Oversee contact centre operations to meet KPIs and service levels
- Lead, coach and develop team leaders and frontline agents
- Monitor performance, quality and productivity metrics
- Drive customer satisfaction through process and service improvements
- Manage rostering, staffing levels and resource planning
- Handle escalated issues and support resolution strategies
- Collaborate with senior leadership on reporting and business goals
Qualifications and Skills
- Proven experience in contact centre leadership roles
- Strong knowledge of contact centre metrics, systems and best practices
- Excellent people management, coaching and conflict resolution skills
- Proficient in CRM, telephony and workforce management systems
- Analytical mindset with experience in performance reporting
- Strong communications and stakeholder management skills
- Ability to manage competing priorities in a fast-paced environment
Key Attributes of a Successful Contact Centre Manager
- Inspiring leader with a people-first mindset
- Results-driven and focused on continuous improvement
- Calm and decisive under pressure
- Proactive and strategic in problem-solving
- Adaptable and responsive to change and operational needs
- Committed to team culture, development and service excellence
We are a sales recruitment agency that your organisation can rely on to find full time or temporary sales staff.
Get in touch with SMAART Recruitment by filling out our quote form below, visiting our Contact page, or speaking with a friendly staff member by calling us today on 1300 762 278.
