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

Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.

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 xwzovoh 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.