Contact Centre Manager (FTC to End May 2027)

Title:

Contact Centre Manager (FTC to End May 2027)

This role is FTC until End May 2027

We are seeking an experienced Helpdesk Manager to lead our 24/7 Customer Service team and oversee the delivery of high‑quality services to Government departments. This role is ideal for someone with a strong background in Contact Centre/Helpdesk environments, excellent leadership skills, and a passion for driving service excellence.

Key Responsibilities

Service Desk Leadership

• Lead, mentor, and develop a team of helpdesk management and Operators
• Manage daily operations of the helpdesk to ensure timely, effective service delivery
• Oversee staff scheduling, workload distribution, and performance management.

Service Delivery & Improvement

• Develop and maintain service standards, SLAs, and KPIs to ensure consistent service quality.
• Monitor metrics and performance data to identify trends, recurring issues, and opportunities for improvement.
• Implement process improvements, automation, and best practices aligned with Contact Centre frameworks.

Customer & Stakeholder Engagement

• Act as the primary escalation point for complex or high‑priority issues.
• Communicate effectively with internal stakeholders, providing updates on service performance and incident progress.
• Maintain a customer-centric focus, ensuring excellent user experiences.

Tools & Technology Management

• Manage helpdesk systems and tools (e.g. Telephony systems, remote support software, monitoring tools).
• Evaluate and recommend enhancements or new technologies to improve support efficiency.

Required Skills & Qualifications

• Proven experience in a Helpdesk/Contact Centre Manager or customer service support leadership role.
• Strong understanding of Customer Experience principles and service management best practices.
• Excellent communication, leadership, and problem-solving skills.
• Experience working with Helpdesk/Contact Centre platforms
• Ability to manage multiple priorities, make decisions under pressure, and drive service improvements.