Call Centre Manager

2 weeks ago

Lancaster, United Kingdom Coburg Banks Limited Full time

A highly regarded business services provider with a fantastic reputation across the Northwest is currently recruiting for a Call Centre Manager at their Lancaster HQ. The role will suit an experienced leader who is passionate about coaching and developingin order to deliver exceptional results.
This is a great opportunity to join a successful firm in a permanent full-time role. Offering a salary up to £35,000 dependent on experience plus a range of benefits, including uncapped commission structure, Nest pension scheme, study assistance, special socialevents, plus more.
**The Role**
As Call Centre Manager you would be responsible for managing the day-to-day operations of the Lancaster call centre, overseeing a team of customer service representatives, monitoring the quality of customer interactions, and maintaining operational efficiency.You will be expected to set performance goals, implement and monitor performance metrics, and continually improve call centre processes.
Key responsibilities will include
- Implementing call centre policies and procedures to improve customer service and streamline operations
- Training, supervising, and motivating call centre staff to provide high-quality customer service
- Ensuring that interactions are handled efficiently and effectively in accordance with company policies and procedures
- Monitoring performance and implement strategies to improve productivity, quality, and customer satisfaction
- Analysing data to identify trends and develop solutions to improve call centre operations
- This is a key role within a fast-paced and customer focused environment and will suit an experienced leader, able to deliver exceptional results through outstanding coaching and development.
- Experience managing and developing a team within a call centre environment
- A natural and enthusiastic leader with excellent coaching skills
- Excellent communicator with the ability to form effective relationships at all levels
- Strong problem-solving ability, able to manage difficult situations and find mutually satisfactory outcomes
- Highly organised, able to prioritise activities and multi-task, with particularly strong attention to detail
- Strong analytical and reporting skills
**The Company**
The business you'll be working for is a leading business services provider in the Northwest. They, are proud of their inclusive culture, providing a clear foundation for their people, who are integral to the achievement of the firm's strategy.
- IND3Coburg Banks Limited is acting as an Employment Agency in relation to this vacancy.

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