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- Tasks: Lead a dynamic team to enhance call centre performance and customer satisfaction.
- Company: Join Optegra Eye Healthcare, a top-rated workplace committed to employee growth and wellbeing.
- Benefits: Enjoy a competitive salary, flexible working, generous leave, and funded training opportunities.
- Why this job: Be part of a supportive culture that values your contributions and offers career development.
- Qualifications: Proven experience in operational leadership within a fast-paced, customer-focused environment is essential.
- Other info: Optegra promotes inclusivity and celebrates individual uniqueness in the workplace.
The predicted salary is between 42000 - 66000 £ per year.
Optegra has an exciting new job opportunity for an experienced Call Centre Manager to join our amazing team in Manchester. This is a great opportunity to join a growing and developing business and benefit from our fantastic fully funded training programs. Experience as a call centre manager is essential for this role.
Company Overview
Optegra Eye Healthcare has been proudly recognised as one of 115 Best Big Places to Work 2025 as awarded by the Sunday Times. We are committed to creating an exceptional working environment where our people thrive. Join us and be part of a team that values your growth, wellbeing, and contribution every step of the way.
Benefits
- Generous salary which is reviewed annually. This role pays up to £55k dependent on experience
- Generous matched pension contributions
- 33 days annual leave inclusive of bank holidays
- Flexible working and SMART working schemes – because we believe in work life balance
- Funded training and development – because we believe in our people
- Celebrating your anniversaries – because we value loyalty and commitment
- Annual STAR awards
- Blue Light Card (amazing discounts online and on the high street)
- Free laser eye treatment for you and 20% discount for friends and family
- Private Healthcare, 24/7 GP appointments, free Physio and counselling for your wellbeing
- Enhanced maternity and paternity leave
- Cycle to work scheme and season ticket loan
The Role
Lead an operation team of circa 23 FTE to deliver an exceptional performance on key administrative duties as well as dealing with a high volume of inbound outbound phone enquiries. Meet and exceed operational KPIs and implement a range of process and technology improvements to increase efficiency and effectiveness.
Key Responsibilities:
- Reviewing daily/weekly/monthly performance to maintain objectives whilst highlighting trends and risks
- Implementing speedy actions to operational challenges
- Coaching all staff to improve performance and proactively manage under performance through HR guidelines
- Managing recruitment, induction and ongoing development for the team ensuring resource is matched to demand and capability is consistent within the team
- Leading a positive team culture in line with company values
- Handling all initial escalated complaints and responding to lessons learned
- Working with colleagues in the business to provide a smooth customer pathway
- Acting as a role model to the team, showing resilience and creativity in overcoming business challenges
Requirements
- Strong experience as an operational leader in a commercial and customer focussed, fast paced environment
- Consistent delivery of outstanding results through development of your team
- An ability to deliver strategic change and implement new ways of working
- Clear experience of initiating and delivering projects and process re-engineering to create efficiency, effectiveness, and support performance through the delivery of enabling technology
If this sounds like you, please get in touch with us by applying for the role. You’ll see and feel the Optegra difference when you walk through the door – and you’ll have every opportunity to really make a difference. Take a look at our history and vision by clicking the following link: Optegra is proud to be an inclusive business where you can enjoy the career you want, without changing the person you are. We’re welcoming to all, working together as a supportive team, respecting the uniqueness of every individual we work with.
Closing date: Please get your application to us as soon as possible. We may close this vacancy once we have received sufficient applications.
Call Centre Manager - Multidisciplinary Teams employer: Optegra Eye Health Care
Contact Detail:
Optegra Eye Health Care Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Manager - Multidisciplinary Teams
✨Tip Number 1
Familiarise yourself with Optegra's values and culture. Understanding what they stand for will help you align your approach during interviews and demonstrate that you're a great fit for their team.
✨Tip Number 2
Prepare specific examples from your past experience that showcase your ability to lead teams, manage performance, and implement process improvements. This will help you illustrate your qualifications effectively during discussions.
✨Tip Number 3
Research the latest trends in call centre management and customer service technology. Being knowledgeable about current best practices will show your commitment to continuous improvement and innovation.
✨Tip Number 4
Network with current or former employees of Optegra if possible. They can provide valuable insights into the company culture and expectations, which can give you an edge in your application process.
We think you need these skills to ace Call Centre Manager - Multidisciplinary Teams
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as a Call Centre Manager. Focus on your achievements in leading teams, improving performance, and implementing process changes that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific examples of how you've successfully managed teams and improved operational efficiency in previous positions.
Highlight Relevant Skills: Emphasise skills that are crucial for the role, such as leadership, strategic change implementation, and customer focus. Use concrete examples to demonstrate how you've applied these skills in past roles.
Showcase Cultural Fit: Optegra values a positive team culture. In your application, reflect on how your personal values align with their commitment to employee growth and wellbeing. Share experiences that illustrate your ability to foster a supportive team environment.
How to prepare for a job interview at Optegra Eye Health Care
✨Showcase Your Leadership Skills
As a Call Centre Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching methods and how you've improved performance.
✨Understand Operational KPIs
Familiarise yourself with key performance indicators relevant to call centres. Be ready to discuss how you've met or exceeded these metrics in previous roles and how you plan to implement improvements at Optegra.
✨Emphasise Your Problem-Solving Abilities
The role requires quick thinking and effective problem-solving skills. Prepare to share specific instances where you've tackled operational challenges and the strategies you used to overcome them.
✨Align with Company Values
Optegra values a positive team culture and inclusivity. Research their company values and be prepared to discuss how your personal values align with theirs, showcasing your commitment to fostering a supportive work environment.
