At a Glance
- Tasks: Lead a dynamic team of advisors to enhance customer experience and drive performance.
- Company: Join a forward-thinking company that values leadership and continuous improvement.
- Benefits: Enjoy a competitive salary, extra holiday, and health benefits.
- Other info: Engage in social events and professional development 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 teams.
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 Portsmouth employer: CCA Recruitment Group
Join a dynamic and supportive team in Salisbury as a Call Centre Manager, where you will have the opportunity to lead a dedicated group of advisors and shape the customer experience. With a strong emphasis on professional development, wellbeing initiatives, and a culture of continuous improvement, this company offers a competitive salary, generous holiday allowance, and unique benefits such as extra days off for your birthday and Christmas. Experience a fulfilling work environment that values leadership and employee growth while making a meaningful impact on customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager in Portsmouth
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and join relevant online groups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your leadership style. This will help you showcase how you can drive performance and enhance customer experience.
✨Tip Number 3
Practice your answers to common interview questions, especially those related to KPIs and team leadership. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your achievements.
✨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 about joining our team.
We think you need these skills to ace Call Centre Manager in Portsmouth
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, be sure to mention any relevant data-driven projects or initiatives you've led. This will help us see how you can contribute to our continuous improvement efforts.
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’re considered for this fantastic opportunity to join our team!
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. Be ready to discuss how you've improved these metrics in your previous roles, as this 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 talk about 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.
