Call Centre Manager – Temporary Contract

About the role

A large, well‑established organisation seeks an agile leader on a temporary basis to manage a key customer service delivery branch. You will streamline communication, oversee daily operations and ensure high‑volume interactions are handled with consistency, empathy and professionalism.

Key responsibilities

• Lead a mid‑sized call centre team, handling recruitment, onboarding and real‑time coaching.
• Manage omni‑channel queues (phone, email, chat) to meet service level agreements.
• Monitor metrics such as AHT, FCR and abandonment rates, implementing improvement plans.
• Engage with internal departments and external partners to resolve escalated issues.
• Use workforce management data and forecasting to create rosters and handle workload spikes.

Required profile

• Proven experience leading performance‑driven teams in a fast‑paced call or contact centre.
• Exceptional verbal and written communication with strong de‑escalation abilities.
• Data‑driven mindset for interpreting analytics and driving continuous improvement.
• High resilience, able to manage multiple workstreams in a temporary capacity.
• Commitment to equity, inclusion and collaborative teamwork.

Required skills

What we offer

• Immediate start with the chance to make an instant impact.
• Involvement in a modernisation project for service and technology.
• Supportive, inclusive and learning‑focused culture.
• Purpose‑driven work contributing to community wellbeing.