Location: South Manchester
Salary: £65000 - £77000 per annum + Bonus
Job Type: Full-Time, Permanent
About the Role
We are seeking an experienced and driven Call Centre Manager to lead our customer operations team and deliver an outstanding customer experience.
This is an exciting opportunity for a results-oriented leader with a strong background in contact centre management. You will be responsible for overseeing day-to-day operations, driving performance, developing managers and team leaders, and ensuring service excellence across all customer interactions.
The successful candidate will have a passion for people leadership, operational efficiency, and continuous improvement.
Key Responsibilities
Lead and manage the overall performance of the contact centre operation.
Develop, coach, and support Team Leaders and frontline advisors.
Drive achievement of key performance indicators including service levels, quality, productivity, customer satisfaction, and employee engagement.
Monitor and analyse operational performance data to identify trends and improvement opportunities.
Manage workforce planning to ensure effective resource allocation and service delivery.
Oversee recruitment, onboarding, training, and retention initiatives.
Handle escalated customer issues and support effective complaint resolution.
Ensure compliance with company policies, industry regulations, and data protection requirements.
Build and maintain a positive, high-performing, customer-focused culture.
Collaborate with senior leadership to implement strategic objectives and operational improvements.
Manage departmental budgets and ensure cost-effective operations.
Lead continuous improvement projects to enhance customer and employee experiences.
About You
To succeed in this role, you will have:
Essential
Previous experience as a Call Centre Manager, Contact Centre Manager, Operations Manager, or similar leadership role.
Proven experience managing large customer service teams.
Strong understanding of contact centre KPIs and performance management.
Excellent leadership, coaching, and people development skills.
Experience driving employee engagement and creating high-performing teams.
Strong analytical and problem-solving abilities.
Exceptional communication and stakeholder management skills.
Experience using CRM and contact centre management systems.
Strong organisational and planning capabilities.
Desirable
Experience managing hybrid or multi-site teams.
Customer service or leadership qualifications.
Experience within regulated industries.
Knowledge of workforce management and quality assurance processes
Salary description
£65000.00 - £77000.00 per year