Call Centre Operations Manager

3 days ago

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

Description:

At io, we are seeking a highly skilled Call Centre Operations Manager to join our dynamic team. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our call centre, ensuring that our high standards of customer service and performance are consistently met.

Key Responsibilities:
  • Oversee 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.
  • Present regular performance reports, key initiatives, and improvement areas, ensuring continuous growth and efficiency.

Qualifications:
  • 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 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

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