Call Centre Manager

SF Recruitment; Waingroves; On-site; GBP 35,000 - 40,000; Full time

Job summary

A recruitment agency is seeking an experienced Contact Centre Manager in North Derbyshire. This role involves overseeing inbound and outbound activities, leading a team, and driving customer satisfaction. Ideal candidates will possess strong leadership skills and a proven track record in managing contact centres, with a focus on data-driven performance improvements. The position offers a competitive salary and a supportive work environment.

Qualifications

• Proven experience managing a contact centre or customer service team.
• Strong leadership and coaching skills with a track record of achieving targets.
• Confident working with data, KPIs, and performance metrics.

Responsibilities

• Lead, coach, and motivate a team to achieve outstanding sales and customer service results.
• Manage daily operations to ensure fast response times and smooth workflows.
• Set and monitor KPIs, providing regular performance reviews and coaching sessions.
• Use data-driven insights to optimise team performance and customer satisfaction.
• Collaborate with marketing and operations to improve customer experience and conversion rates.
• Drive outbound sales initiatives and service improvement projects.

Skills

Leadership skills

Customer service management

Data analysis

KPI management

Job description

Overview

Contact Centre Manager – Location: North Derbyshire (On site, Monday to Friday)

Salary: £35,000 - £40,000 per annum

Hours: 9:00am - 5:30pm (1 hour lunch)

Located in North Derby, we are looking for an experienced and natural leader to support a large team.

The Role

You’ll oversee all inbound and outbound activity across multiple channels - including phone, live chat, and technical support - while driving a culture of excellence and continuous improvement.

This is an exciting opportunity for a motivated leader to make a real impact in a high-performance environment.

Responsibilities

• Lead, coach, and motivate a team to achieve outstanding sales and customer service results.
• Manage daily operations to ensure fast response times and smooth workflows.
• Set and monitor KPIs, providing regular performance reviews and coaching sessions.
• Use data-driven insights to optimise team performance and customer satisfaction.
• Collaborate with marketing and operations to improve customer experience and conversion rates.
• Drive outbound sales initiatives and service improvement projects.

Essential Requirements

• Proven experience managing a contact centre or customer service team.
• Strong leadership and coaching skills with a track record of achieving targets.
• Confident working with data, KPIs, and performance metrics.

If this role is of interest, then please get in touch today