Call Centre Manager

2 weeks ago

Market Harborough, Leicestershire, United Kingdom Leads Full time

We are a technology-driven lead generation agency, and we are on the lookout for a skilled Call Centre Manager to complement our dynamic work environment.

Key Responsibilities:

The ideal candidate will have a strong background in call centre management, a passion for motivating teams, and a proven track record of delivering targets and making data-driven decisions.

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:

We are a global team spread out across eleven offices in nine countries, providing 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

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