We have a fabulous opportunity to join Blume for a Contact Centre Team Manager role at our vibrant office in Didsbury
We are the UK's leading marketing collective for personal injury and clinical negligence law firms. We generate high-quality, fully vetted leads at scale, streamlining new client acquisition so lawyers can focus on delivering great service.
As the UK's leading marketing collective for personal injury and clinical negligence law firms, we combine powerful digital marketing, empathetic lead qualification and data-driven insight to deliver a consistent flow of high-quality client enquiries.
Role Purpose
The Contact Centre Team Manager is responsible for leading a team of Team Leaders within in an outbound-sales, lead gen environment.
Working with the Team Leaders, the CCTM provides clear direction, develops leadership capability and ensures performance, customer experience, quality and people standards are consistently maintained.
The role requires you to be highly visible where we motivate the team, maintain high energy, fast pace & urgency to deliver on performance while creating a great client & employee experience.
Must Have Requirements:
Team Leadership in an Outbound Sales Contact Centre with preferred experience in an Outbound sales Lead gen contact centre.
Key Accountabilities
- Overall leadership and accountability of performance for 2 teams led by Team Leaders.
- Develop the team leaders to improve our coaching and performance management while supporting our people first culture.
- Be highly visible for your teams, to support motivation and drive for operational priorities.
- Have dialler management experience to support your team achieve the right outcome on performance.
- Have a strong understanding of workforce management and people policies in a contact centre environment.
- Be capable to develop and support the performance in their team leaders.
- Ensuring agents are effectively managed, coached and supported through their team leader.
- Support customer experience, quality and compliance standards.
- Ensuring absence management, performance management and employee relations matters are managed effectively and consistently
- Boost team engagement, wellbeing and culture.
- Keep accurate and up-to-date people management records.
- Identify, manage and elevate operational and people risks.
- Deliver business priorities, policies and processes consistently across the team.
- Ability to take ownership of their own development by attending required training, acting on feedback and proactively seeking guidance, coaching or support from the Operations Manager where required.
What Blume Offers:
- Competitive salary plus achievable OTE bonus
- A collaborative and supportive team environment with a people first culture
- Time off to recharge - 31 days holidays (inc UK British Bank Holidays) rising to 34 with 5 years' service
- Onsite free tea, coffees, snacks, fruit and Blume Days with free lunch each month
- Purpose built, vibrant, busy office
- On-site prayer room
- Quarterly socials, from western themed socials to dry socials for Eid, we celebrate together in ways that everyone can enjoy
- Wellbeing support - Access to counselling, a private GP & EAP programme
- Free onsite parking
Getting to know us:
We love social, our community and celebrate our colleagues as much as we can. check us out on all our social site's
Our website - About - Blume (blumegroup.co.uk)
Linkedin - Blume: My Company | LinkedIn
Facebook - Blume | Manchester | Facebook
Instagram - Blume (@blumeuk) Instagram photos and videos
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Contact Centre Team Manager in Manchester employer: Blume
Blume, part of Fletchers Group, is an exceptional employer located in East Didsbury, Manchester, offering a supportive and dynamic work environment for Call Center Representatives. With a focus on employee growth, comprehensive training, and a transparent bonus scheme, we empower our team to thrive while helping clients navigate their legal journeys. Enjoy generous holiday allowances, health and wellbeing support, and a modern, dog-friendly office that fosters collaboration and inclusivity.
