Call Centre Manager
Working hours – Monday to Friday 9am-5:30pm
Salary £35k+ dependent on experience
My client, a forward thinking, exciting organisation are looking to recruit a Call Centre Manager to join their growing team. They are looking for a highly motivated and experienced Call Centre Manager to oversee 4 Team Managers, looking after specialist teams.
The Call Centre Manager will be responsible for overseeing the day-to-day operations ensuring the team meets and exceeds performance targets. This role requires a strong leader with excellent communication skills, a strategic mindset, and a passion for driving results.
Key Responsibilities:
* Leadership & Management: Lead, mentor, and motivate a team of 4 team leaders to achieve individual and team targets
* Performance Monitoring: Track and analyse key performance indicators (KPIs) to ensure operational efficiency and effectiveness
* Customer Service: Maintain high standards of customer service and handle escalated customer issues promptly
* Training & Development: Develop and implement training programs to enhance the skills and performance of staff
* Process Improvement: Identify opportunities for process improvements and implement changes to enhance productivity and customer satisfaction
* Reporting: Prepare regular reports on team performance, customer feedback, and operational issues for senior management
* Compliance: Ensure all operations comply with company policies, industry regulations, and legal requirements
Qualifications & Experience:
* Proven experience as a Call Centre Manager
* Strong understanding of call centre operations
* Excellent leadership, communication, and interpersonal skills
* Ability to analyse data and develop strategies to improve performance
* Experience in training and development of staff
* Strong problem-solving skills and ability to handle challenging situations
If you are interested in this role and feel you have the necessary experience, apply for consideration