Call Centre Manager

Job Description

We are seeking a proactive Call Centre Manager to oversee our Glasgow team. In this role, you will be responsible for ensuring high levels of customer satisfaction and leading a team of talented professionals. Your leadership will be key in driving performance, improving processes, and delivering results.

Responsibilities

• Manage all aspects of the call centre's operations, ensuring optimal customer satisfaction.
• Lead a team of supervisors and agents, providing support and guidance.
• Utilise call centre technology to improve operational efficiency and service quality.
• Engage with customers directly to understand their needs and expectations.
• Create performance dashboards and conduct regular reviews with teams.
• Collaborate with other departments to enhance the customer journey.
• Identify opportunities for process improvement and implement changes effectively.

Requirements

Education

• Bachelor's degree in Management or related field
• Preferred: Qualification in Customer Service Management

Experience

• 5+ years of experience in customer service management

Technical Skills

• Performance Management Systems
• Telecommunication Systems

Soft Skills

• Problem-solving
• Team Building

Certifications

• Lean Six Sigma Green Belt

Languages

• English: Fluent

Advantageous

• Experience with remote team management: Proven track record in managing virtual teams effectively.
• Familiarity with customer feedback software: Experience with tools to gather and analyse customer feedback.

Benefits

• Comprehensive health benefits including dental and vision insurance
• Employee assistance programmes
• Regular team-building activities
• Flexible working arrangements

Company Culture

• Innovative Thinking: We encourage innovative ideas and solutions to enhance our customer service.
• Work-Life Balance: We believe in maintaining a healthy work-life balance to promote employees well-being.
• Respect: We respect all contributions and encourage open discussions among team members.