Dobson Welch Recruitment Specialists
OOH Contact Centre Manager
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Out of Hours Contact Centre Manager
Salary: £17.95 per hour
Hours: 32 hours per week
Schedule:
- Monday, Tuesday and Friday: 3pm–11pm
- Sunday: 10am–8pm
We are recruiting an experienced Contact Centre Manager to lead an out-of-hours customer service operation within the property maintenance sector.
This is a hands-on role for someone who thrives in a fast-paced environment and can confidently manage people, performance, and service levels during busy shifts. You will lead from the floor, supporting and coaching your team in real time.
The role
- Leading and motivating the out-of-hours team
- Managing live call volumes, answer rates, and waiting times
- Monitoring individual and team performance against KPIs
- Providing real-time coaching, feedback, and development
- Managing attendance and performance
- Completing quality monitoring and maintaining high service standards
- Supporting employee engagement and retention
- Making confident decisions during high-pressure situations
- Working closely with the wider management team
- Identifying opportunities to improve the service
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About you
- At least three years’ management experience within a contact centre
- Experience within property maintenance, facilities management, or a reactive emergency service environment
- A strong record of achieving contact centre KPIs
- Experience improving underperformance and developing teams
- Confidence managing busy shifts independently
- Strong communication and people-management skills
- Experience using CRM systems, telephone software, and Microsoft Office
- A calm, organized, and decisive approach
- A collaborative and approachable management style
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This is a great opportunity for an experienced manager who enjoys being close to the operation, developing people, and taking genuine ownership of performance.
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