Call Centre Manager

Overview
We are seeking an experienced and dynamic Call Centre Manager to oversee daily operations within our busy contact centre. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring high standards of service delivery, and driving performance improvements. This role offers an excellent opportunity for a motivated professional to lead a team in a fast\-paced environment, utilising strong organisational and communication skills to optimise customer satisfaction and operational efficiency.

Duties

• Supervise and coordinate the activities of call centre staff, ensuring adherence to company policies and procedures.


• Monitor call quality and provide ongoing coaching to enhance team performance.


• Analyse call centre metrics and data entry reports to identify trends, areas for improvement, and opportunities for upselling.


• Develop and implement training programmes to improve communication skills, phone etiquette, and product knowledge among team members.


• Manage scheduling to ensure adequate staffing levels during peak periods.


• Handle escalated customer issues promptly and professionally, maintaining high levels of customer satisfaction.


• Foster a positive working environment that encourages teamwork, motivation, and continuous development.


• Conduct regular performance reviews and provide constructive feedback to team members.


• Assist in recruitment processes by interviewing potential candidates and participating in onboarding activities.

• Proven experience in managing a call centre or customer service team.


• Strong communication skills in both English and Spanish; bilingual abilities are highly desirable.


• Excellent data entry skills with attention to detail.


• Proficiency in analysing call centre data and generating reports for decision\-making purposes.


• Exceptional phone etiquette with the ability to handle difficult conversations tactfully.


• Ability to motivate teams, promote upselling techniques, and achieve sales targets through effective communication strategies.


• Organised with the ability to prioritise tasks efficiently in a fast\-paced environment.


• Multilingual capabilities are considered an advantage, facilitating communication with diverse customer bases. This role is ideal for a proactive leader with excellent organisational abilities, strong interpersonal skills, and a passion for delivering outstanding customer service within a vibrant contact centre environment.

Pay: £24,420\.00\-£80,000\.00 per year

Benefits:

• Free parking


• On\-site parking

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