Job Summary
We are seeking an experienced and dynamic Call Centre Manager to lead and oversee our telesales and customer service operations. The successful candidate will be responsible for managing a team of call centre agents, ensuring high-quality service delivery, and implementing effective strategies to optimise performance. Fluency in English, along with strong leadership and communication skills, are essential for this role. The ideal applicant will possess excellent analysis skills and proven supervisory experience, demonstrating the ability to motivate teams and drive continuous improvement within a fast-paced environment.
Responsibilities
- Lead, supervise, and motivate the call centre team to achieve organisational goals and maintain exceptional customer service standards.
- Develop and implement operational policies, procedures, and best practices to optimise efficiency and effectiveness.
- Monitor team performance through analysis of key metrics, providing coaching and support where necessary to improve productivity.
- Manage scheduling to ensure adequate coverage during operational hours while maintaining staff satisfaction.
- Facilitate regular training sessions to enhance team skills.
- Handle escalated customer issues promptly and professionally, ensuring satisfactory resolution.
- Analyse call centre data to identify trends, areas for improvement, and opportunities for process optimisation.
- Collaborate with other departments to ensure seamless communication and service delivery across the organisation.
- Foster a positive work environment that promotes teamwork, accountability, and professional development.
Qualifications
- Proven management or supervisory experience within a call centre or customer service environment.
- Strong leadership qualities with the ability to inspire and motivate teams.
- Excellent communication skills.
- Demonstrable analysis skills with experience in interpreting performance metrics and data-driven decision-making.
- Exceptional organisational skills with the capacity to manage multiple priorities effectively.
- Experience in developing training programmes and coaching staff for continuous improvement.
- Ability to work under pressure in a fast-paced setting while maintaining attention to detail.
- Relevant qualifications or certifications in management or customer service are advantageous but not essential. This role offers an exciting opportunity for a dedicated professional eager to lead a vibrant team while delivering outstanding customer experiences across diverse markets.
Pay: £28,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Work Location: In person
