At a Glance
- Tasks: Lead a dynamic team of advisors to enhance customer experience and drive performance.
- Company: Join a forward-thinking company focused on continuous improvement and employee development.
- Benefits: Enjoy a competitive salary, generous holiday, and health benefits, plus extra days off for your birthday!
- Other info: Be part of a vibrant culture with social events and professional growth opportunities.
- Why this job: Make a real impact by shaping customer experiences and developing future leaders.
- Qualifications: Proven leadership in contact centres and a passion for coaching and performance improvement.
The predicted salary is between 50000 - 50000 £ per year.
This is a fantastic opportunity to lead a contact centre operation of around 50 advisors, driving performance, shaping customer experience, and embedding a culture of continuous improvement.
You’ll lead a team of Team Leaders, alongside Quality and Project functions, ensuring consistent delivery of excellent service and operational performance.
What You’ll Be Doing
- Lead, coach, and develop Team Leaders and their teams
- Own and deliver key KPIs (SLAs, CSAT, quality, productivity)
- Drive a best-in-class customer experience across all touchpoints
- Lead continuous improvement initiatives to enhance efficiency and outcomes
- Oversee forecasting and workforce planning
- Build a strong coaching culture and develop future leaders
- Work cross-functionally to improve processes and customer outcomes
What We’re Looking For
- Proven contact centre leadership experience (40–100 FTE)
- Strong people leadership across multi-layered teams
- Track record of delivering and improving KPIs
- Experience in customer experience, coaching, continuous improvement, and operational performance
- Strong analytical and data-driven approach
- Experience in forecasting and resource planning
Why Join Us?
- Competitive salary
- 23 days holiday + bank holidays
- Extra days off for your birthday and Christmas
- Volunteering days
- Company pension scheme
- Health cash plan & eye care vouchers
- Employee Assistance Programme (EAP)
- Colleague referral and business introduction bonuses
- Social events and team activities
- Access to staff discounts platform
- Professional development pathways and CPD support
- Wellbeing initiatives including mental health support
If you're a passionate leader who thrives on improving performance, developing people, and delivering exceptional customer experiences, we’d love to hear from you.
Call Centre Manager in Cardiff employer: CCA Recruitment Group
Join a dynamic team in Salisbury as a Call Centre Manager, where you will lead a dedicated group of advisors and Team Leaders in delivering exceptional customer experiences. Our company fosters a culture of continuous improvement, offering competitive salaries, generous holiday allowances, and professional development pathways to support your growth. With a strong emphasis on wellbeing and team engagement, we provide a rewarding environment for those looking to make a meaningful impact in the contact centre industry.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager in Cardiff
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and don’t be shy about asking for introductions. The more people you know, the better your chances of landing that Call Centre Manager role.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience approach and think about how you can contribute to their goals. Tailor your answers to show how your leadership style aligns with their values.
✨Tip Number 3
Showcase your achievements! When discussing your experience, focus on specific KPIs you've improved and how you’ve driven performance in previous roles. Use data to back up your claims and demonstrate your analytical skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Call Centre Manager in Cardiff
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your leadership experience in contact centres and any achievements related to KPIs, customer experience, and team development.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Call Centre Manager role. Share specific examples of how you've driven performance and improved customer experiences in previous roles.
Showcase Your Analytical Skills:Since we're looking for someone with a strong analytical approach, mention any relevant data-driven decisions you've made in past positions. This will show us you can handle forecasting and resource planning effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at CCA Recruitment Group
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) relevant to the role, like SLAs and CSAT scores. Being able to discuss how you've improved these metrics in past roles will show your analytical skills and data-driven approach.
✨Showcase Your Leadership Style
Prepare examples of how you've led teams in the past, especially in a contact centre environment. Highlight your coaching techniques and how you've developed future leaders, as this is crucial for the role.
✨Emphasise Continuous Improvement
Be ready to discuss specific initiatives you've implemented that enhanced efficiency and customer outcomes. This shows your commitment to driving a best-in-class customer experience and aligns with their focus on continuous improvement.
✨Cross-Functional Collaboration
Think of instances where you've worked with other departments to improve processes. Sharing these experiences will demonstrate your ability to work cross-functionally, which is essential for the role.
