Contact Centre Team Manager

SRM Recruitment

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
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