Overview:
We are seeking an experienced and dynamic full-time Call Centre Manager to lead our customer service team, in a 100% office based role (no hybrid or remote working).
The ideal candidate will possess strong leadership skills and a proven ability to manage and improve operations effectively.
This role requires a focus on enhancing the entire contact centre ensuring that the team meets performance targets, driving efficiency, assessing, recommending, and implementing improvements.
The Call Centre Manager will be responsible for analysing call centre metrics, developing strategies for improvement, and fostering a positive work environment.
The Call Centre is open 7-days a week from 8am till 9pm. You are not expected to work all these hours, but you are expected to be flexible across all call centre shifts, so you can assess what works and what doesn't, and how to improve all processes.
Basic Annual Salary: £45,000 to £55,000
This is a permanent role based in the outskirts of Southampton, you must have your own transport to get to site.
Duties
* Oversee daily operations of the call centre, ensuring efficient processes and high-quality service delivery.
* Lead, mentor, and supervise a team of call centre agents, providing guidance and support to enhance their performance.
* Analyse performance metrics to identify trends, areas for improvement, and implement strategies to achieve operational goals.
* Communicate eff...