Contact Centre Manager (ftc To End May 2027)

KBR - Kellogg Brown & Root Pty Ltd

Swindon, United Kingdom
On-site
24/7 customer service team leadership
Service standards, slas, and kpis
Helpdesk systems and tools management
KBR is seeking an experienced Contact Centre Manager to lead a 24/7 Customer Service team until May 2027, focusing on delivering high-quality services to government departments. The ideal candidate will have a strong background in contact centre management, leadership skills, and a commitment to service excellence

Job Summary

  • Lead, mentor, and develop a team of helpdesk management and Operators for a 24/7 Customer Service team.
  • Develop and maintain service standards, SLAs, and KPIs to ensure consistent service quality and monitor metrics for improvement opportunities.
  • Manage helpdesk systems and tools, evaluating and recommending enhancements or new technologies to improve support efficiency.

Matching Summary

Match Score: 85

KBR is seeking an experienced Contact Centre Manager to lead a 24/7 Customer Service team until May 2027, focusing on delivering high-quality services to government departments. The ideal candidate will have a strong background in contact centre management, leadership skills, and a commitment to service excellence.

Skills & Requirements

Must-have

  • 24/7 Customer Service team leadership
  • Service standards, SLAs, and KPIs
  • Helpdesk systems and tools management
  • Customer-centric focus
  • Process improvement and automation

Nice-to-have

  • Passion for driving service excellence
  • Strong background in Contact Centre/Helpdesk environments

Key Requirements

  • Proven experience in Helpdesk/Contact Centre Manager role
  • Strong understanding of Customer Experience principles
  • Excellent communication, leadership, and problem-solving skills
  • Experience working with Helpdesk/Contact Centre platforms
  • Ability to manage multiple priorities and make decisions under pressure

Work Rights

Not specified

Tailored Resume

Cover Letter