Contact Centre Manager - FTC 9 Months - #1763769

About The Client

Our client, a respected and growing organisation based in Edinburgh, is looking to appoint a Contact Centre Manager to lead the development and optimisation of their contact systems as part of a broader operational improvement strategy.

The Role

This newly created role will focus on ensuring the efficient performance and ongoing enhancement of the organisation's telephony and contact centre systems. It offers an excellent opportunity to shape key operational processes, introduce best practices, and support colleagues in delivering a high-quality service experience.

Key Responsibilities

• Oversee and optimise telephony systems, including IVR, call routing, and call recording
• Troubleshoot technical issues and support system upgrades or implementations
• Evaluate contact centre operations and recommend improvements
• Manage relationships with technology vendors and monitor system performance
• Train and support staff on effective use of systems and tools
• Use data insights to improve efficiency and identify cost-saving opportunities
  
  

About You

You'll bring experience from a contact centre environment, ideally with a track record in project management and systems implementation. Your understanding of telephony platforms and technical troubleshooting is matched by strong analytical and communication skills. You're confident leading operational improvements, supporting change, and delivering training in a collaborative way.

A sound understanding of customer service best practices and a proactive, solution-driven approach are key to success in this role.

In return, the organisation offers a competitive salary and benefits package, including hybrid working, flexible hours, and a strong focus on health, wellbeing, and continuous professional development.