At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences and drive performance.
- Company: Join a thriving company in South Manchester with a focus on customer satisfaction.
- Benefits: Competitive salary, bonus opportunities, and a supportive work environment.
- Other info: Opportunity for continuous improvement and career growth in a vibrant setting.
- Why this job: Make a real impact by leading a passionate team and enhancing customer interactions.
- Qualifications: Experience in call centre management and strong leadership skills required.
The predicted salary is between 40582 - 49600 £ per year.
Call Centre Manager
Location
South Manchester
Salary
Job Type
Full-Time, Permanent
About the Role
We are seeking an experienced and driven
Call Centre Manager to lead our customer operations team and deliver an outstanding customer experience.
This is an exciting opportunity for a results-oriented leader with a strong background in contact centre management.
You will be responsible for overseeing day-to-day operations, driving performance, developing managers and team leaders, and ensuring service excellence across all customer interactions.
The successful candidate will have a passion for people leadership, operational efficiency, and continuous improvement.
Key Responsibilities of this Call Centre Manager role
- Lead and manage the overall performance of the contact centre operation.
- Develop, coach, and support Team Leaders and frontline advisors.
- Drive achievement of key performance indicators including service levels, quality, productivity, customer satisfaction, and employee engagement.
- Monitor and analyse operational performance data to identify trends and improvement opportunities.
- Manage workforce planning to ensure effective resource allocation and service delivery.
- Oversee recruitment, onboarding, training, and retention initiatives.
- Handle escalated customer issues and support effective complaint resolution.
- Ensure compliance with company policies, industry regulations, and data protection requirements.
- Build and maintain a positive, high-performing, customer-focused culture.
- Collaborate with senior leadership to implement strategic objectives and operational improvements.
- Manage departmental budgets and ensure cost-effective operations.
- Lead continuous improvement projects to enhance customer and employee experiences.
To succeed in this role, you will have
Essential
- Previous experience as a Call Centre Manager, Contact Centre Manager, Operations Manager, or similar leadership role.
- Proven experience managing large customer service teams.
- Strong understanding of contact centre KPIs and performance management.
- Excellent leadership, coaching, and people development skills.
- Experience driving employee engagement and creating high-performing teams.
- Strong analytical and problem-solving abilities.
- Exceptional communication and stakeholder management skills.
- Experience using CRM and contact centre management systems.
- Strong organisational and planning capabilities.
Call Center Manager in Manchester employer: CCA Recruitment Group
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