Customer Service Manager responsible for leading a support team, driving KPIs and SLAs, improving service quality, managing client relationships, and ensuring efficient daily operations. Coaches staff, analyses performance data, and implements continuous improvement initiatives.

1. Team Leadership & People Management

• Lead, coach, and develop Team Leaders and Customer Service Advisors.

• Conduct regular 1:1s, performance reviews, and development planning.

• Manage recruitment, onboarding, and training programmes of new team members.

• Foster a positive, accountable, and customer-focused culture.

• Manage attendance, absence, and disciplinary processes where required.

2. Performance & KPI Management

• Monitor and drive performance against KPIs (e.g., CPH, AHT, CSAT, FCR, SLA adherence).

• Analyse trends and identify root causes of underperformance.

• Implement action plans to improve productivity and quality.

• Ensure accurate forecasting and resource planning to meet volume demand.

3. Quality & Compliance

• Ensure consistent delivery of high-quality customer interactions.

• Oversee quality assurance processes and calibration sessions.

• Maintain compliance with company policies, client requirements, and data protection standards.

• Identify risks and proactively mitigate service delivery issues.

4. Client & Stakeholder Management

• Act as the primary operational contact for key clients.

• Provide regular reporting and insights on performance and improvements.

• Attend client meetings and present service updates and action plans.

• Build strong internal relationships with HR, Training, IT, and other support teams.

5. Process Improvement & Strategy

• Identify opportunities to improve workflows, efficiency, and customer experience.

• Support implementation of new systems, tools, or service changes.

• Use data to inform operational decisions and drive continuous improvement.

• Contribute to strategic planning and scaling of service operations.

Key Skills & Experience

Essential:

• Proven experience managing a customer service or contact centre team.

• Strong understanding of contact centre metrics and performance management.

• Excellent leadership, coaching, and people management skills.

• Data-driven mindset with strong analytical ability.

• Strong communication and stakeholder management skills.

Desirable:

• Experience within an outsourced / BPO environment.

• Experience managing multiple client accounts.

• Familiarity with workforce planning and rota management systems.

• Experience using reporting tools (e.g., Excel, Power BI).