About the Role

As Contact Centre Manager, you’ll be responsible for overseeing the day-to-day operations of our Customer Service team, leading and developing a high-performing group of agents to deliver outstanding service to our clients. You’ll play a key role in ensuring the Contact Centre operates smoothly, efficiently, and in alignment with our broader business strategy.

The role involves forward planning across key areas including staffing, training, and service delivery. You’ll be accountable for implementing effective policies and procedures, preparing the team for major events and product releases, and creating an environment where agents are equipped and empowered to provide top-tier support. This role is central to driving customer satisfaction, operational consistency, and continuous improvement across the Contact Centre.

Responsibilities Include

• Managing customer escalations to support retention and build strong relationships
• Leading and supporting change initiatives via the Go-To-Market team
• Designing and implementing processes and training programs
• Recruiting, onboarding, and training new team members
• Delivering ongoing training and development, including for specific events and product releases
• Coaching team members to support growth and performance

About You

• Proven experience in a customer service contact centre environment
•  Strong leadership skills and experience managing people
• A customer-first mindset with a passion for improving experiences
• A natural problem-solver who challenges the status quo
• A collaborative leader who supports and uplifts others
• Driven to go above and beyond to deliver great outcomes
• Eager to learn, adapt, and grow continuously