As Call Centre Operations Manager, you will lead, coach and motivate a team to provide the highest level of service, whilst also achieving the business's target service level agreements. You will be responsible for the end-to-end journey from capturing the customers’ requirements, dispatching the correct resources and finally closing the loop to ensure all jobs are completed on time, in line with customer expectations. Key Responsibilities: You will have 4 direct reports and be responsible for a team of circa 50 FTE, which includes a cohort of apprentices. You will ensure Customer Support Advisors are multi-skilled to handle both mobile inbound and centre overflow calls, answer online chat and carry out other administrative processes to improve service levels, and productivity and to meet customer demand. Experience Required: Considerable experience working in a call centre management role Experience working in a fast-paced, high-pressured environment, ideally from a contact centre. Transport, Logistics, Automotive, Highways or Emergency services sectors would be beneficial. Experienced people manager of large teams. Detailed understanding of service level agreements and key performance indicators. Managing customer expectations and demands to provide outstanding customer service. Working knowledge of Salesforce operating platform is desired. A good working knowledge of Microsoft Office and ideally Google Mail. The Person: Able to lead, manage, coach and motivate a team to achieve results. Demonstrates energy and commitment with a positive outlook. Excellent communication and interpersonal skills at all levels. Resilient and adaptable to change with a flexible approach. Uses initiative to problem solve and make informed decisions. Strong organisational skills, ability to prioritise and manage multiple tasks and projects. Able to build solid and productive working relationships with stakeholders. Good level of business acumen and commercial thinking balanced with emotional intelligence. Focused on driving continuous improvements.