Operational Call Centre Manager

7 days ago


Gloucester, Gloucestershire, United Kingdom Priory Group Full time

Call Centre Management Position

We are seeking a skilled Call Centre Operations Manager to oversee the daily operations of our busy call centre. The successful candidate will be responsible for ensuring that the call centre is adequately staffed to meet contractual SLAs and providing leadership to the helpline team.

The ideal candidate will have excellent communication skills, time management skills, and a pragmatic approach to work. Key responsibilities include:

  • Forecasting call volumes and associated resource planning to ensure sufficient staff numbers.
  • Monitoring and improving telephone handling procedures to meet business requirements.
  • Identifying and reporting any issues impacting quality and service to senior leadership teams.

Priory Group is a leading provider of mental healthcare and adult social care in the UK. We offer a comprehensive set of services designed to help employers provide a balanced and healthy working environment.

About Priory Group

Priory Group is a world-class organisation committed to making a real and lasting difference to the lives of the people we support. We are proud to be an equal opportunities employer and cover the cost of DBS checks for all roles.



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