Call Centre Manager

CCA Recruitment Group; Roe Green; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Competitive salary

Bonus eligible

Job summary

CCA Recruitment Group is seeking a Contact Centre Manager to lead a busy sales through service operation in Worsley. You will drive performance, develop people, and deliver an exceptional customer experience while achieving commercial objectives.

Reporting to the Head of Operations, you will manage Team Leaders and Advisors, optimize sales and service outcomes, and foster a high-performance culture with data-driven decision making.

Qualifications

• Experience managing teams in a contact centre environment.
• Strong understanding of sales, customer service and KPIs.
• Proven ability to improve engagement, performance and customer outcomes.
• Coaching, leadership and stakeholder management skills.
• Experience using MI and performance data to drive results.
• Hands-on leadership with lead-by-example approach.

Responsibilities

• Lead, coach and develop Team Leaders and Advisors.
• Drive sales, conversion, retention and customer satisfaction performance.
• Monitor KPIs and implement improvement plans.
• Manage workforce planning, productivity and operational efficiency.
• Create a positive, high-performance culture.
• Deliver regular performance reviews and development plans.
• Use MI/data insights to identify opportunities/trends.
• Support recruitment, onboarding and talent development initiatives.
• Ensure customer journeys are efficient and compliant.

Skills

Team management

KPIs & performance

Coaching & leadership

Stakeholder management

MI/data analysis

Hands-on leadership

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.