Call Centre Manager

Location: South Manchester
Salary: -65000 - -77000 per annum + Bonus
Job Type: Full-Time, Permanent

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.

• 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.

To succeed in this role, you will have:

• 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.

• Experience managing hybrid or multi-site teams.
• Customer service or leadership qualifications.
• Experience within regulated industries.
• Knowledge of workforce management and quality assurance processes.