Contact Centre Manager

Contact Centre Manager

Staffline Ireland are recruiting for a dynamic, data-driven and strategic Contact Centre Manager to lead our client's central operation in Belfast. The ideal candidate will be a hands-on leader with the drive and authority to ensure performance excellence. The Contact Centre Manager will play a critical role in ensuring that the team delivers consistently high standards while identifying and implementing improvements that increase efficiency and support sustainable growth. This role is 2-year Fixed term (may lead to a permanent position).

Responsibilities:

• Lead, inspire and drive a high-performing call centre team across inbound, outbound, email, and administrative functions.
• Monitor and enforce high standards in call handling - ensuring speed, quality, and professionalism in all patient interactions.
• Use data insights and KPI analysis to identify areas for improvement, introduce solutions, and drive operational enhancements.
• Ensure that the team is supported with regular coaching and training, alongside performance management to ensure service standards and KPIs are met daily.
• Working with Contact Centre staff and Team Leaders to ensure consistency and best practice is shared and developed.
• Implement performance improvement frameworks and quality assurance processes across the team.
• Proactively identify opportunities to optimise workflow, enhance technology use, and reduce manual inefficiencies.
• Manage daily workforce planning, ensuring adequate coverage and resource allocation across shifts and tasks.
• Partner with Patient Services leadership on futureproofing the department - aligning staffing models with demand and introducing sustainable efficiencies.
• Maintain an energetic and supportive environment while ensuring continuous learning and professional development.
• Any other duties role may involve.

Person Specification:

• 3+ years in a senior Contact centre leadership role, ideally managing teams of 30+ staff.
• Proven track record in using call data, metrics, and dashboards to make strategic decisions.
• Demonstrated success in leading high-volume, customer-focused teams within a target-driven environment.
• Confident using telephony systems; strong Excel and reporting skills.
• Deep knowledge of call centre operations and service excellence principles.
• Strong leadership presence with the ability to command respect and drive accountability.
• Strategic thinker with a hands-on, proactive mindset.
• Exceptional communication skills -able to rally a team and build cross[1]functional alignment.
• Comfortable challenging the status quo and proposing innovative ideas.
• Sensitive to resourcing dynamics and capable of leading change tactfully while focusing on operational efficiency.
• Motivated by continuous improvement and measurable success.

Desirable Criteria:

• Healthcare sector exposure or experience in regulated service environments.
• Familiarity with medical terminology or patient interaction protocols.
• Experience driving process improvement or digital transformation initiatives.

The Rewards

The successful Contact Centre Manager will enjoy a competitive salary depending on experience.

Location

The Contact Centre Manager role will be based in Belfast.

To be considered for this position, please forward your CV to Ross McConville at Staffline Ireland by clicking on the APPLY button on this page and attaching your CV.

The Staffline Ireland Specialist Team is a dedicated division within Staffline Ireland, focused on providing Permanent, Contract & Temporary staffing solutions across; Construction, Engineering, Accountancy & Finance, Financial Services & Insurance, Health & Safety, HR, IT, Sales & Marketing, Senior Manufacturing, Procurement & Supply Chain & Medical, Health & Social Care.