Call Centre Manager

Job Description

As a Call Centre Manager, you'll oversee the daily operations of our call centre in Manchester. You will lead a talented team, ensuring we deliver top-notch service to our customers while achieving departmental goals.

Responsibilities

• Oversee recruitment and training of new staff members.
• Create and manage budgets for the call centre operations.
• Utilize customer feedback for continuous improvement initiatives.
• Establish and maintain relationships with key stakeholders.
• Innovate processes to streamline operations and reduce costs.
• Lead projects aimed at enhancing technology and tools used in the call centre.

Requirements

Education

• Bachelor's degree is required; Master’s degree is preferred

Experience

• 5-7 years of experience in call centre operations management

Technical Skills

• CRM Software proficiency
• Performance management systems

Soft Skills

• Time management
• Conflict resolution

Languages

• English: Fluent

Advantageous

• Understanding of customer experience strategies: Experience in developing and implementing customer experience initiatives.
• Previous experience in multi-site operations: Experience managing multiple call centre locations.

Benefits

• Attractive salary with performance incentives
• Extensive health and dental insurance
• Paid holidays and sick leave
• Opportunities for professional development and training

Company Culture

• Customer-First Mindset: We prioritise customer satisfaction and empower our teams to provide exceptional service.
• Adaptability: In a fast-paced environment, we embrace change and encourage innovation.
• Employee Wellbeing: We offer resources and support to ensure a healthy work-life balance for our employees.