OOH Contact Centre Manager

Out of Hours Contact Centre Manager

Salary: £17\.95 per hour

Hours: 32 hours per week

Monday, Tuesday and Friday: 3pm–11pm

Sunday: 10am–8pm

We are recruiting an experienced Contact Centre Manager to lead an out\-of\-hours customer service operation within the property maintenance sector.

This is a hands\-on role for someone who thrives in a fast\-paced environment and can confidently manage people, performance and service levels during busy shifts. You will lead from the floor, supporting and coaching your team in real time.

The role

• Leading and motivating the out\-of\-hours team


• Managing live call volumes, answer rates and waiting times


• Monitoring individual and team performance against KPIs


• Providing real\-time coaching, feedback and development


• Managing attendance and performance


• Completing quality monitoring and maintaining high service standards


• Supporting employee engagement and retention


• Making confident decisions during high\-pressure situations


• Working closely with the wider management team


• Identifying opportunities to improve the service

About you* At least three years’ management experience within a contact centre

• Experience within property maintenance, facilities management or a reactive emergency service environment


• A strong record of achieving contact centre KPIs


• Experience improving underperformance and developing teams


• Confidence managing busy shifts independently


• Strong communication and people\-management skills


• Experience using CRM systems, telephone software and Microsoft Office


• A calm, organised and decisive approach


• A collaborative and approachable management style

This is a great opportunity for an experienced manager who enjoys being close to the operation, developing people and taking genuine ownership of performance.Work Location: In person

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