Job Information
KBR Contact Centre Manager (FTC to End May 2027) in Swindon, United Kingdom
Title:
Contact Centre Manager (FTC to End May 2027)
This role is FTC until End May 2027
We are seeking an experienced Helpdesk Manager to lead our 24/7 Customer Service team and oversee the delivery of high‑quality services to Government departments. This role is ideal for someone with a strong background in Contact Centre/Helpdesk environments, excellent leadership skills, and a passion for driving service excellence.
Key Responsibilities
Service Desk Leadership
Lead, mentor, and develop a team of helpdesk management and Operators
Manage daily operations of the helpdesk to ensure timely, effective service delivery
Oversee staff scheduling, workload distribution, and performance management.
Service Delivery & Improvement
Develop and maintain service standards, SLAs, and KPIs to ensure consistent service quality.
Monitor metrics and performance data to identify trends, recurring issues, and opportunities for improvement.
Implement process improvements, automation, and best practices aligned with Contact Centre frameworks.
Customer & Stakeholder Engagement
Act as the primary escalation point for complex or high‑priority issues.
Communicate effectively with internal stakeholders, providing updates on service performance and incident progress.
Maintain a customer-centric focus, ensuring excellent user experiences.
Tools & Technology Management
Manage helpdesk systems and tools (e.g. Telephony systems, remote support software, monitoring tools).
Evaluate and recommend enhancements or new technologies to improve support efficiency.
Required Skills & Qualifications
Proven experience in a Helpdesk/Contact Centre Manager or customer service support leadership role.
Strong understanding of Customer Experience principles and service management best practices.
Excellent communication, leadership, and problem-solving skills.
Experience working with Helpdesk/Contact Centre platforms
Ability to manage multiple priorities, make decisions under pressure, and drive service improvements.