We are seeking an experienced Contact Centre Manager to oversee the daily operations of our clients’ Sales and Customer Service teams based in Cardiff City Centre. The company works within the Insurance industry and has 100% focus on offering their customers an exceptional service. The successful candidate will play a pivotal role in leading a high-performing contact Centre which will include Direct reports of 7-10 Team Leaders and a Contact Centre team which is growing to around 250 Advisors. You will lead from the front ensuring the delivery of exceptional customer service and sales results. This role requires a strong focus on people leadership and management, operational excellence, and a passion for driving continuous improvement. Key Responsibilities: Leadership & Team Development: Lead and mentor a team of 7-10 Team Leaders, fostering a positive and high-performance culture within the contact centre. Provide guidance, coaching, and support to team leaders, enabling them to drive team performance and achieve both individual and collective targets. Develop and implement effective training programs and development plans to continuously enhance team leaders' skills and capabilities. Establish clear performance expectations, conduct regular performance reviews, and implement improvement plans as needed. Motivate and engage staff by fostering an inclusive and collaborative environment that focuses on growth and success. Operational Management: Oversee the day-to-day operations of both the sales and service teams, ensuring the delivery of high-quality customer service and the achievement of sales targets. Monitor and report on key performance indicators (KPIs) to assess team and individual performance, identifying areas for improvement. Develop, implement, and refine processes and procedures to enhance operational efficiency and ensure compliance with industry regulations and internal policies. Ensure effective handling of complex queries, complaints, and escalations, maintaining a focus on resolution and customer satisfaction. Sales & Service Performance: Drive sales performance by overseeing lead generation, conversion strategies, and upselling initiatives, ensuring targets are met or exceeded. Monitor service levels, ensuring customer satisfaction is consistently achieved and maintained across both sales and service teams. Work with team leaders to implement best practices and sales techniques that improve conversion rates and customer engagement. Collaborate with other departments to align contact centre operations with wider business objectives, particularly around growth, retention, and customer loyalty. Continuous Improvement: Identify and drive opportunities for continuous improvement in both service quality and operational efficiency. Analyse data and performance trends to recommend strategic adjustments to processes, workflows, and team structures. Implement and manage change within the contact centre, ensuring smooth transitions and minimal disruption to service. Keep up to date with industry best practices, customer service trends, and regulatory changes to ensure compliance and innovation. Stakeholder Management & Reporting: Prepare and present regular reports on contact centre performance, including KPIs, achievements, challenges, and recommendations for improvement. Act as the main point of contact for senior management, providing updates and insights on team performance and customer satisfaction metrics. Collaborate with other departments (e.g., marketing, HR, training) to drive cross-functional alignment and support business growth. Essential Skills & Experience: At least 5 years' experience in contact centre management, ideally within the UK insurance industry or a similar regulated sector. Demonstrable experience leading and managing a team of at least 7-10 team leaders in a multi-channel environment (inbound, outbound, email, web chat, etc.). Strong track record of achieving and exceeding sales targets while maintaining a focus on high-quality customer service. Experience in resource management, including forecasting, scheduling, and workforce planning. Exceptional leadership skills with the ability to inspire, motivate, and develop teams. Excellent communication skills, both verbal and written, with the ability to influence stakeholders at all levels. A deep understanding of contact centre KPIs and performance management. Familiarity with CRM systems, call management software, and data analytics tools. Strong problem-solving and decision-making skills, with the ability to handle complex situations and manage escalations effectively. Personality Traits: People-focused: A natural leader who thrives on developing others and creating a positive working environment. Adaptable: Able to manage change and uncertainty in a dynamic, fast-paced environment. Analytical: Strong data-driven approach to performance management and decision-making. Customer-centric: Passionate about delivering outstanding customer experiences while driving sales growth. Collaborative: Able to work effectively with various stakeholders across the business to achieve common goals. Benefits: Competitive salary and performance-related bonuses. Pension scheme and health insurance options. Ongoing training and professional development opportunities. Friendly, dynamic work environment based in Cardiff. If you are an experienced Contact Centre Manager with a passion for leadership, sales, and customer service within the insurance sector, we would love to hear from you. Apply today to take the next step in your career and help us deliver exceptional experiences to our customers.