Call Centre Manager
1 month ago
We are Leads.io, a technology-driven lead generation agency, seeking a seasoned Call Centre Manager to join our dynamic team. As a key member of our operations team, you will be responsible for leading our call centre team to achieve exceptional results in a fast-paced, target-driven environment.
Key Responsibilities:- Oversee daily 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.
Leads.io is a global team spread 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, elevating 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.
- 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. We invite all qualified and motivated individuals to take a chance at joining our team.
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