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.