Enable job alerts via email!

Call Centre Manager

Brooke Harrison Recruitment

Macclesfield

On-site

GBP 30,000 - 45,000

Full time

Yesterday
Be an early applicant

Job summary

A recruitment agency in Macclesfield seeks an experienced Call Centre Manager to lead a dynamic outbound sales team. The ideal candidate will possess strong leadership qualities, proven experience in managing a successful call centre, and a solid understanding of FCA regulations. This role demands effective coaching strategies and a commitment to outstanding customer service in a fast-paced environment.

Qualifications

  • Demonstrated experience managing a successful outbound call centre or sales team.
  • In-depth understanding of KPIs, compliance, and quality assurance standards.
  • Ability to lead by example and inspire high performance.

Responsibilities

  • Lead, coach, and motivate a team of outbound sales and mortgage advisors.
  • Monitor performance and deliver structured coaching and training.
  • Conduct regular one-to-ones, reviews, and performance improvement sessions.
  • Ensure full compliance with FCA regulations.

Skills

Coaching
Mentoring
Performance development
KPI understanding
Communication skills
Organisational skills
Planning abilities
Results-driven mindset

Education

CeMAP qualification

Job description

An exciting opportunity has arisen for an experienced and driven Call Centre Manager to lead a growing outbound sales team based in the heart of Macclesfield. This is a fantastic chance to join a fast-paced, customer-focused environment and play a pivotal role in shaping an ambitious and high-performing contact centre.

We re looking for a confident leader with a passion for people development, a commitment to delivering outstanding customer service, and a strong track record in achieving sales performance within a regulated setting.

Key Responsibilities

  • Lead, coach, and motivate a team of outbound sales and mortgage advisors.
  • Monitor performance and deliver structured coaching and training.
  • Conduct regular one-to-ones, reviews, and performance improvement sessions.
  • Ensure full compliance with FCA regulations and company procedures.
  • Manage shift schedules, resource planning, and workflow management.
  • Drive service improvements and enhance the customer journey.
  • Support business goals by aligning team performance with key targets.
  • Handle escalated queries and complaints effectively and professionally.

What You ll Bring

Essential:

  • Demonstrated experience managing a successful outbound call centre or sales team.
  • Strong skills in coaching, mentoring, and performance development.
  • In-depth understanding of KPIs, compliance, and quality assurance standards.
  • Ability to lead by example and inspire high performance.
  • Excellent communication, organisational, and planning abilities.
  • Results-driven mindset with a passion for service and success.

Desirable:

  • Background in financial services, mortgages, or consumer lending.
  • Familiarity with FCA regulations and financial compliance standards.
  • CeMAP qualification or a solid understanding of mortgage advice.
  • Experience managing multi-shift operations in a busy contact centre.

Shift Details

This role oversees a rotating schedule including:

  • Early Shift: 9:00am 5:30pm
  • Mid Shift:
  • Mon Wed: 9:30am 6:30pm
  • Thurs: 9:00am 6:00pm
  • Fri: 9:00am 5:30pm
  • Late Shift:
  • Mon Wed: 10:00am 7:00pm
  • Thurs: 9:00am 6:00pm
  • Fri: 9:00am 5:30pm

Flexibility across shifts is required to support team needs and maintain performance levels.

Ready to take the lead in a dynamic and rewarding environment? Apply now to take the next step in your leadership career.

Get your free, confidential resume review.
or drag and drop a PDF, DOC, DOCX, ODT, or PAGES file up to 5MB.