Contact Center Manager

Our Contact Centre is the heart of customer support, and we’re looking for a passionate and experienced Contact Centre Quality and L&D Manager to help shape and deliver exceptional customer experience through brilliant training, development and quality assurance.

Reporting to the Senior Contact Centre Manager, this is a pivotal role where you’ll ensure every customer interaction is delivered with care, consistency and confidence. From designing and delivering engaging inductions to driving ongoing upskilling and quality monitoring, you’ll help set the standard for service across our Contact Centre.

Working Pattern: 37.5 Hours - Mon - Fri with 1 in 10 on call weekend cover for emergencies only - Hybrid working 3 days per week in the office

In this role, you will:

• Own the design and delivery of induction, new role training and continuous development programmes for our contact centre colleagues
• Develop and embed robust quality assurance measures to drive consistency and improve customer outcomes
• Use insight, feedback and performance data to shape and improve training content and quality frameworks
• Work closely with our transformation team to ensure our people are equipped to use the latest technology, including AI tools and digital advancements
• Collaborate with teams across Retail, Online, Loyalty, Marketing and Tech to identify customer and colleague pain points and responds with impactful training and development
• Champion a culture of learning, quality and continuous improvement

About You

You’re a confident leader with a real passion for people development, service quality, customer outcomes and innovation. You’ll also bring:

• Previous experience in a similar role, focussing on leadership, training and quality
• A strong understanding of outsourced contact centre operations, ideally within a fast paced environment
• A proactive, collaborative approach to cross functional working
• Familiarity with emerging technologies, especially AI driven tools and systems
• Excellent communication and coaching skills, with commitment to driving high performance
• Ability to commit to international travel - limited to approx. once or twice maximum per year to either India or South Africa

In return for all your hard work, you will receive:

• 15% discount in store from the day you join us
• Additional 10% discount card for a friend or family member
• Career progression and development opportunities
• Generous holiday entitlement
• Market leading pension scheme and life assurance
• Healthcare benefits including Aviva Digital GP
• ‘MyPerks’ giving you discount with over 850 retailers
• Free parking onsite
• Enhanced Family, Maternity and Paternity Leave
• Annual bonus scheme
• Private healthcare
• Car Allowance

Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!

At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.

There’s more to our business as it’s fast paced and ever changing, as such we’ve got lots of fresh opportunities for you to play your part in our success. We’d love to meet you!

At Morrisons, we’re proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that’s good for our customers too.

We’re always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive and make a difference.