Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and improve our customer service team in a dynamic call centre environment.
- Company: Join a forward-thinking company dedicated to exceptional customer service.
- Benefits: Enjoy a competitive salary and the chance to develop your leadership skills.
- Why this job: Make a real impact by enhancing team performance and driving operational success.
- Qualifications: Proven leadership experience and a knack for improving operations are essential.
- Other info: This is a full-time, office-based role with flexible shift requirements.
The predicted salary is between 45000 - 55000 £ per year.
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.
Contact Centre Manager employer: The RPC Group
Contact Detail:
The RPC Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Familiarise yourself with the latest call centre technologies and metrics. Understanding tools like CRM systems and performance analytics will show us that you're proactive and ready to enhance operations.
✨Tip Number 2
Demonstrate your leadership skills by preparing examples of how you've successfully managed teams in the past. We want to see how you can inspire and motivate others to achieve their best.
✨Tip Number 3
Be ready to discuss your strategies for improving customer service. Think about specific initiatives you've implemented before and how they positively impacted team performance and customer satisfaction.
✨Tip Number 4
Show your flexibility and willingness to adapt to different shifts. Since our call centre operates seven days a week, highlighting your availability and commitment to the role will make you stand out.
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in call centre management. Focus on leadership roles, operational improvements you've implemented, and any metrics that demonstrate your success in previous positions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention specific examples of how you've improved team performance or operational efficiency in past roles, and explain why you're excited about this opportunity.
Highlight Flexibility: Since the role requires flexibility across various shifts, emphasise your availability and willingness to adapt to different schedules. This shows that you understand the demands of the position and are ready to meet them.
Showcase Analytical Skills: Given the focus on analysing call centre metrics, include any relevant experience with data analysis or performance tracking. Mention tools or methods you've used to assess and improve operations in previous roles.
How to prepare for a job interview at The RPC Group
✨Showcase Your Leadership Skills
As a Call Centre Manager, strong leadership is key. Be prepared to discuss your previous experiences in leading teams, how you motivated them, and any specific strategies you implemented to improve performance.
✨Understand Call Centre Metrics
Familiarise yourself with common call centre metrics such as Average Handle Time, First Call Resolution, and Customer Satisfaction Scores. Be ready to explain how you've used these metrics to drive improvements in past roles.
✨Demonstrate Flexibility
Since the role requires flexibility across various shifts, be sure to express your willingness to adapt your schedule. Share examples of how you've successfully managed varying work hours in the past.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific situations where you had to handle difficult customers or improve team performance, and be ready to discuss your approach and outcomes.
