Call Centre Manager

Job description

Contact Centre Manager
Location: Worsley, Greater Manchester
Salary: £40,000 - £50,000 + £10-15k Bonus + Benefits
Lead a High-Performing Sales Through Service Contact Centre

Are you an experienced Contact Centre Manager looking for your next challenge? Or perhaps you're a Senior Team Leader with a proven track record of driving performance and ready to step into a management role?

We are looking for an ambitious and customer-focused Contact Centre Manager to lead a busy sales through service operation based in Worsley.
This is an exciting opportunity to shape performance, develop people, and create an exceptional customer experience while achieving commercial objectives.
This Contact Centre Manager Role
Reporting into the Head of Operations, you'll be responsible for leading a team of Team Leaders and Advisors within a fast-paced contact centre environment. You'll drive a culture where outstanding customer service and sales performance go hand in hand.
Key responsibilities include:

• Leading, coaching and developing Team Leaders and Advisors
• Driving sales, conversion, retention and customer satisfaction performance
• Monitoring KPIs and implementing improvement plans where required
• Managing workforce planning, productivity and operational efficiency
• Creating a positive, engaging and high-performance culture
• Delivering regular performance reviews and development plans
• Using MI and data insights to identify opportunities and trends
• Supporting recruitment, onboarding and talent development initiatives
• Ensuring customer journeys are efficient, compliant and customer-centric

About You for this Contact Centre Manager role
We're interested in candidates who can demonstrate:

• Experience managing teams within a contact centre environment
• A strong understanding of sales, customer service and operational KPIs
• Proven ability to improve engagement, performance and customer outcomes
• Strong coaching, leadership and stakeholder management skills
• Experience using MI and performance data to drive results
• A hands-on approach with the ability to lead by example

We would particularly welcome applications from:

• Contact Centre Managers
• Operations Managers
• Customer Service Managers
• Sales Contact Centre Managers
• Senior Team Leaders looking to take the next step into management

What's On Offer?

• Competitive salary
• Performance-related bonus
• Career progression opportunities
• Supportive leadership team
• Modern working environment
• Ongoing training and development
• Excellent employee benefits package

If you're passionate about leading people, driving performance and delivering an outstanding customer experience, we'd love to hear from you.
Apply today to take the next step in your contact centre leadership career.

Reference 225674582