Contact Centre Team Manager

Are you ready to manage a team of specialists in a fast-paced and customer focussed environment?

Specsavers are on the lookout for a dedicated and results-oriented Contact Centre Team Manager. In this role, you’ll be at the forefront of delivering exceptional customer service by managing and motivating your team to meet personal, team, and area KPIs and SLAs.

You’ll facilitate team huddles and meetings, and champion the Specsavers values and behaviours. You’ll conduct quarterly reviews and hold regular 1-2-1’s, to assess performance and to create tailored development plans and personal targets.

You’ll also be overseeing department projects, analysing data and participating in recruitment assessment centres. You’ll work closely with key stakeholders to effectively resolve complaints and drive positive change within the contact centre. Adaptability is crucial, as you’ll need to thrive in a fast-paced environment, maintain commercial awareness, and have a strong record of delivering results.

If you’re passionate about guiding a team to success and making a real impact, we want to hear from you. Join us at Specsavers and be part of a team that values excellence, innovation, and positive change.

Here is a list of our recent awards:

• Bronze at the European Contact Centre and Customer Service Awards (ECCCSA) for Best Employee Experience (2024)

• Gold at the UK National Contact Centre Awards (UKNCCA) for Best Colleague Wellbeing Programme (2024)

• Silver at the UKNCCA for Colleague Support and Wellbeing Programme (2023)

• Silver at the UKNCCA for Operations Support Team of the Year (2022)