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Call Centre Manager

3 months ago

Ormskirk, United Kingdom JOB Consultancy Full time

Call Centre Manager

Working hours – Monday to Friday 9am-5:30pm

Salary £35k+ dependent on experience

My 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 requirements

Qualifications & 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 situations

If you are interested in this role and feel you have the necessary experience, apply for consideration