Corporate Contact Centre Operations Manager

Overview

In this role you will lead the resident-facing contact centre operations, driving service performance and continuous improvement. You will manage Team Leaders and frontline staff, harness data and insights to improve outcomes for residents, and ensure delivery against core targets while aligning with Newham’s vision to enhance residents’ lives. You’ll foster cross-service partnerships, champion first contact resolution, and build a culture of high standards and accountability.

Responsibilities

• Lead day-to-day contact centre operations and performance.
• Develop and manage Team Leaders and frontline staff.
• Drive quality assurance, workforce planning and service improvement.
• Use data, insight and feedback to improve outcomes for residents.
• Ensure delivery against operational targets and Newham’s vision.
• Foster partnerships with other services and maintain high performance standards.
• Champion a culture of continuous improvement and first contact resolution.

Key requirements

• Proven operational leader with significant experience managing high-volume, multi-channel contact centre services.
• Strong people management experience including coaching and developing leaders and front-line staff.
• Experience with contact centre technologies, performance frameworks and data-driven insight.
• Ability to balance team motivation with partner collaboration and high performance.
• On-site availability a minimum of 3 days per week.

• people management
• collaboration
• communication
• contact centre technologies
• performance frameworks
• data/insight tools

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