Contact Centre Manager

KBR; Swindon; On-site; GBP 45,000 - GBP 60,000; Full time

Job summary

A leading technology solutions provider is seeking a Contact Centre Manager in Swindon. The role requires strong leadership in managing a 24/7 operational Helpdesk and ensuring high-performance delivery. Responsibilities include managing personnel, serving as the main escalation point, and building relationships with clients and stakeholders. Candidates should have experience in operational roles and a commitment to continuous improvement and collaboration. This position offers opportunities for growth and a supportive culture.

Qualifications

• Experience managing a helpdesk or operational role.
• Ability to build relationships with stakeholders.
• Skills in performance management and continuous improvement.

Responsibilities

• Manage the operations of the 24/7 helpdesk.
• Ensure service delivery and team performance.
• Lead meetings and communication with the client.
• Foster a collaborative environment.

Skills

Strong leadership

Excellent understanding of client needs

Performance reporting

Collaboration

Job description

Contact Centre Manager page is loaded## Contact Centre Managerlocations: Swindon, Wiltshire, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: R2118110**Title:**Contact Centre ManagerThe role of the Helpdesk Manager (HM) is to manage all elements of the 24/7/365 Operational Helpdesk. They will be responsible for making sure they have an excellent understanding of the Client, its vision and the critical service they deliver to the Public. Overall responsibility of the Helpdesk operations within the National Service Hub, Swindon office and any remote (working from home) team.They will be required to take ownership of the service delivered by the Helpdesk team, their performance and ensure to set them up for success through strong consistent leadership. They will be the main point of escalation for the Assistant Helpdesk Manager leading from the front and by example. Building a collaborative relationship with all key stakeholders and peers within the business.As a key contact for members of the Client the Helpdesk Manager will regularly lead a combination of conference calls and meetings with the Client, Supply chain and Senior Managers. Reporting on performance, continuous improvement initiatives and innovation.* **We Value Our People –** We create diverse, inclusive environments in which each person can feel safe, respected and valued, and where everyone has opportunities to grow and reach their full potential.* **We Deliver –** We are uncompromising in our commitment to deliver innovative, high-quality, technology-led solutions for our customers and exceptional, sustainable value for all our stakeholders.* **We Are People of Integrity –** We value honesty, trust, courage, fairness, prudence and tenacity. We believe doing what’s right for the planet, the communities where we work, and our people is good for business.* **We Empower –** We empower our people with a shared purpose, the right tools and the supportive culture they need to be proactive decision-makers, to be adaptive to change, and to succeed.* **We Are a Team of Teams –** We have a will to succeed, but we value the achievements of our team of teams over individual accomplishments. Our collective focus makes us a better, stronger, more effective company.