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Call Centre Manager
3 months ago
Call Centre ManagerWorking hours – Monday to Friday 9am-5:30pmSalary £35k+ dependent on experienceMy client, a forward thinking, exciting organisation are looking to recruit a Call Centre Manager to join their growing team. They are looking for a highly motivated and experienced Call Centre Manager to oversee 4 Team Managers, looking after specialist teams.The Call Centre Manager will be responsible for overseeing the day-to-day operations ensuring the team meets and exceeds performance targets. This role requires a strong leader with excellent communication skills, a strategic mindset, and a passion for driving results.Key Responsibilities: * Leadership & Management: Lead, mentor, and motivate a team of 4 team leaders to achieve individual and team targets * Performance Monitoring: Track and analyse key performance indicators (KPIs) to ensure operational efficiency and effectiveness * Customer Service: Maintain high standards of customer service and handle escalated customer issues promptly * Training & Development: Develop and implement training programs to enhance the skills and performance of staff * Process Improvement: Identify opportunities for process improvements and implement changes to enhance productivity and customer satisfaction * Reporting: Prepare regular reports on team performance, customer feedback, and operational issues for senior management * Compliance: Ensure all operations comply with company policies, industry regulations, and legal requirementsQualifications & Experience: * Proven experience as a Call Centre Manager * Strong understanding of call centre operations * Excellent leadership, communication, and interpersonal skills * Ability to analyse data and develop strategies to improve performance * Experience in training and development of staff * Strong problem-solving skills and ability to handle challenging situationsIf you are interested in this role and feel you have the necessary experience, apply for consideration