Call Centre Director

4 weeks ago


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

About the Role:

We are seeking a highly skilled Call Centre Director to lead our dynamic team in a high-growth lead-generation business. As a Call Centre Director, you will be responsible for overseeing daily operations, driving performance, and implementing strategies to optimise 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 optimise contact strategies to improve conversion rates, lead quality, and overall performance.
* Implement and monitor scripts, processes, and quality assurance measures to maximise efficiency and service standards.
* Analyse key metrics and use data-driven insights to identify problems, create solutions, and optimise 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 Us:

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

Requirements:

* Proven experience as a Call Centre Director 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.

What We Offer:

* 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

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