Contact Centre Manager
Location: Colchester

Are you a dynamic leader with a proven track record in managing high-performance contact centres? Do you thrive in a fast-paced, sales-focused environment while driving strategic goals? If so, we want to hear from you!

We’re looking for an experienced Contact Centre Manager to join our senior management team in Colchester. In this critical role, you will oversee daily operations, champion team performance, and act as a strategic partner to the Director, stepping in as needed to ensure business continuity.

What You'll Be Doing

As our Contact Centre Manager, you will:

• Lead Operations: Oversee daily contact centre activities, balancing business and team priorities to achieve key KPIs and objectives.
• Drive Performance: Manage and develop your team to meet individual and collective targets aligned with the company’s overall strategy and budget.
• Enhance Processes: Contribute to projects aimed at improving business processes and supporting company-wide goals.
• Support Succession Planning: Foster talent development and plan for succession in collaboration with Group L&D initiatives.
• Strategize and Innovate: Collaborate with the Director and key stakeholders on workforce planning and transformational change initiatives.

What You'll Bring

We’re looking for someone who has:

• Proven Leadership: Experience as a Contact Centre Manager or similar leadership role in customer service.
• Coaching Skills: A knack for inspiring and developing teams to achieve their full potential.
• Technical Expertise: Familiarity with contact centre technologies (experience with Cisco diallers and reporting tools is an advantage).
• Data-Driven Insights: Strong analytical skills for interpreting performance metrics and driving improvement.
• Budgeting Know-How: Experience in managing budgets and optimizing costs.
• Industry Knowledge: Awareness of industry regulations and best practices (preferred but not essential).

Why Join Us?

At Nexus, we’re passionate about creating a supportive and innovative workplace that values growth and teamwork. Here’s what you can expect:

• Exciting Opportunities: Work in a dynamic, fast-paced environment where no two days are the same.
• Competitive Rewards: Earn a competitive salary of up to £45k + £5k bonus (FTE £45k), based on experience.
• Health & Wellness: Benefit from comprehensive health cover, including BUPA private healthcare and access to an Employee Assistance Programme.
• Career Development: Take advantage of learning opportunities and career growth within a forward-thinking organisation.
• Supportive Team: Collaborate with talented colleagues who value innovation and excellence.

If you’re a results-oriented leader with the drive to make an impact, we’d love to hear from you. Apply today and take the next step in your career with us!