Call or Contact Centre Manager Cover Letter Template

Dear Hiring Manager, I recently led a mid scale call centre through a period of rapid change, and I found that steady hands and clear priorities keep the operation moving even on busy days. At [Previous Company] we managed around 120 operators across multiple sites, and I focused on stabilising schedule adherence and first contact resolution. We tracked customer interactions in real time and used the data to prioritise coaching, which significantly improved our service levels over six months. In this role I’m drawn to overseeing performance, budgeting and workforce planning, along with policy development. I’ve run performance reviews, implemented contact centre dashboards, and worked with sales and service teams to align processes. I’m comfortable interpreting metrics, setting practical targets, and building simple processes that staff can follow without friction. There is a story I often think back to from last year. A sudden spike in demand coincided with a major product update, and our team faced longer handle times. I worked with the schedulers to adjust shifts and ran a focused coaching plan for frontline staff. The result was a smoother shift and a notable improvement in customer satisfaction scores, while we kept costs steady and maintained the quality of support. I’m available to discuss how my background fits [Company Name] and the calls team. I can start with a short chat or a deeper dive into your current planning and policy priorities. Kind regards, [Your Name]