Call Centre Director

4 weeks ago


Market Harborough, Leicestershire, United Kingdom Leads Full time
Job Title: Call Centre Manager

We are seeking a highly skilled and experienced Call Centre Manager to join our dynamic team at Leads.io. As a Call Centre Manager, you will be responsible for leading our call centre operations, driving performance, and implementing strategies to optimize results.

Key Responsibilities:
  • Oversee day-to-day call centre operations, ensuring targets, KPIs, SLAs, and productivity goals are consistently met.
  • Lead, mentor, and manage a team of agents through coaching, performance management, and fostering a results-oriented culture.
  • Develop and optimize contact strategies to improve conversion rates, lead quality, and overall performance.
  • Implement and monitor scripts, processes, and quality assurance measures to maximize efficiency and service standards.
  • Analyze key metrics and use data-driven insights to identify problems, create solutions, and optimize operations.
  • Manage resource planning, allocation, and external agency relationships to align with business demands.
  • Collaborate across departments to set aligned goals, drive business growth, and enhance operational processes.
  • Present regular performance reports, key initiatives, and improvement areas, ensuring continuous growth and efficiency.
About Leads.io

Leads.io is a technology-driven lead generation agency that provides empowering business solutions on a global scale. Our mission is to deliver high-quality leads through diverse channels and elevate our clients' ventures to new heights of success.

Requirements:
  • Proven experience as a Call Centre Manager in lead generation or sales-driven environments.
  • Strong leadership skills with experience in performance management and team motivation.
  • Excellent knowledge of call centre technology, CRM systems, and performance tracking tools.
  • Data-driven mindset with strong analytical and reporting abilities.
  • Ability to develop and implement operational strategies that drive results.
  • Strong communication, interpersonal, and problem-solving skills.
  • Ability to excel in a fast-paced, target-driven environment.
Benefits:
  • 25 holidays per year
  • Hybrid working
  • An open and inclusive culture that fosters personal growth and initiative
  • Knowledge sessions hosted by internal and external experts
  • Health insurance
  • Provided equipment (Macbook, mouse/keyboard)
  • Access to mental health support through OpenUp is offered anonymously and without cost

We take great pride in our diversity and inclusivity as a hallmark of our success. For this reason, we ensure that all candidates from all backgrounds will receive fair consideration irrespective of their race, gender, faith, religion, or disability. We invite all qualified and motivated individuals to take a chance at joining our team.


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