Call Centre Manager – Digital Implementation

Competitive salary plus performance bonus

Call Centre Manager – Digital Implementation Leader

Digital Transformation Project

Competitive Salary + Performance Based Bonus

Are you an ambitious call centre/operations manager who is passionate about delivering 21st century customer service? Our client is looking for an experienced call centre manager who can lead and implement a new digital strategy and overhaul the way the business delivers customer service.

This role will allow you to take ownership of a large-scale project and see the full journey of a call centre going through a period of digital change.

Ideal candidates will have experience in managing a call centre that are using digital customer engagement methods such as web chat and online document processing.

Key Responsibilities for a call centre manager will include:

  • Do a full analysis of how the business are currently delivering customer service and create/devise a strategy to improve functions through digitalisation (such as implementing webchat)
  • Bring new ideas for customer engagement, ensuring the business deliver the best possible customer journey
  • Manage and deliver the digitalisation project from start to finish
  • Work closely with the marketing and operations team to ensure project success
  • Source and tender for new technology and systems
  • Coaching and upskilling staff onto webchat and other new customer engagement methods
  • Conduct appraisals, 1:1s, disciplinaries and line manage a team of approx. 40 customer service staff
  • Assist with a resource and growth plan for the customer service team
  • Set and monitor individual and team KPIs to ensure the highest level of customer service
  • Performance monitoring


Personal Specification for a Customer Service Manager – Digital Implementation Leader

  • Experience as a call centre manager / operations manager is essential, however candidates from all professional services are welcome to apply
  • Experience within Insurance will be advantageous but not essential
  • Experience working in a team that are using digital customer engagement methods
  • Experience in manging a project would be desirable
  • Experience in 1:1s/performance management
  • Coaching and Development experience
  • People and team management experience
  • Experience of delivering new digital strategies into a multi-channel call centre


Due to the high volume of applications we receive we are unable to respond to all applications. By submitting your application you agree to accept our privacy policy which can be found on the Gibson Hollyhomes website


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Bryony McQuade
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