Call Centre Manager - German Speaking

IMSM; Chelmsford; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

IMSM is seeking a Call Centre Manager to lead a dynamic team of telemarketers. This role offers the flexibility to work remotely or hybrid, focusing on performance metrics, team training, and operational efficiencies while enhancing communication between management and staff. Join us to make an impact!

Benefits

Flexible Work Arrangements

25 Days Annual Holiday

Birthday Day Off

Charity Day Off

Fitness Subsidy

Employee Assistance Programme

Life Assurance

Pension Contributions

Learning and Development Opportunities

Qualifications

• Fluent in German and English, with strong communication skills.
• Proven experience in call centre management or supervisory roles.
• Ability to manage and motivate a small team effectively.

Responsibilities

• Monitor and streamline daily operations to ensure efficient service delivery.
• Ensure quality assurance and alignment with company standards.
• Generate performance reports to assess team productivity.

Skills

Leadership

Communication

Organisational skills

Job description

About Us

IMSM (International Management Systems Marketing) is a global leader in ISO consultancy, offering high-quality ISO standards and services to organisations of all sizes, across all sectors. Whether large or small, we empower businesses worldwide to unlock their potential through tailored, effective ISO certification services. Our mission is to help companies achieve internationally recognised standards, enhancing their operational efficiency and market competitiveness.

In 2024, IMSM was acquired by Inflexion, becoming part of the Axiom GRC division, which expands our capabilities in the areas of Governance, Risk, and Compliance (GRC). With a presence in North America, Canada, APAC, Europe, and Africa, IMSM operates on a global scale, bringing expertise and innovation to businesses everywhere. Our headquarters is in Malmesbury, UK, and our team consists of approximately 75 employees alongside 352 skilled contractors and sales consultants, all working together to deliver outstanding results for our clients.

Join Our Team as an Office Manager (German-Speaking)!

We are looking for a skilled and motivated Call Centre Manager to oversee a small but dynamic team of telemarketers. This role offers the flexibility to work remotely or on a hybrid basis from Chelmsford, making it ideal for someone who thrives in a supportive yet fast-paced environment. The ideal candidate will have experience in managing call centre operations and a strong command of the German language, enabling you to effectively lead our team as we expand our reach in the B2B sector across Germany. We are looking for an enthusiastic self-starter who can make the role their own ad implement first class procedures, while coaching the team to excellence.

Role and Responsibilities:

• Call Centre Operations Support: Monitor and streamline daily operations, ensuring smooth workflows and efficient service delivery
• Quality assurance: Ensure that call centre processes and documentation align with company standards, identifying areas for improvement and implementing corrective actions
• Performance metrics tracking: Generate and analyse performance reports to assess team productivity, highlighting strengths and areas for improvement
• Recruitment assistance: Support the hiring team in German language interviews and assisting in the onboarding of new team members

• Training coordination: Organise and track employee training sessions, ensuring that staff development aligns with operational goals
• Schedule planning: Oversee team scheduling to ensure adequate coverage for shifts and projects
• Documentation management: Prepare, update and maintain accurate records, including policies, procedures and performance reports
• Meeting Coordination: Plan and coordinate team meetings, manage agendas, and document key action points
• Communication hub: Serve as a liaison between the call centre team and management, ensuring alignment on objectives, priorities, and performance goals.
• Ad-hoc Tasks: Handle additional administrative or operational tasks as assigned by management

Qualifications and Experience:

• Proven experience in call centre management or relevant supervisory roles.
• Fluent in German, with strong communication skills in both English and German.
• Experience with call centre platforms and CRM systems, though specific system expertise is not required.
• Ability to manage a small team effectively providing leadership and motivation to achieve operational goals.
• Strong organisational skills and attention to detail.
• Ability to monitor performance metrics and implement strategies to improve productivity.
• Experience in recruitment, training and scheduling.
• A can-do attitude

What We Offer in Return:

• Flexible Work Arrangements - Enjoy the freedom of fully remote or hybrid work options, giving you the flexibility to balance work and life your way
• 25 Days Annual Holiday (Increasing with Service) - Start with generous holiday time, and watch it grow as you build your career with us
• Birthday Day Off - Celebrate your special day with a day off, because we believe in making your birthday memorable!
• Charity Day Off - A paid day off to give back to your community by volunteering at a local charity
• Up to £15 per Month Fitness Subsidy - Stay healthy and motivated with a monthly fitness allowance to support your well-being
• Employee Assistance Programme – Access 24/7 confidential support for your mental, physical and financial well-being through our provider WeCare
• Life Assurance - Enjoy peace of mind knowing you and your loved ones are covered
• Auto-Enrolment Pension Contributions - Secure your future with our pension plan, starting after just three months of service
• Learning and Development Opportunities - Take your career to the next level with access to training workshops, courses, and continuous professional development

At IMSM, we believe in creating a workplace that’s built on collaboration, inclusivity, and continuous growth. We are committed to fostering a culture where Diversity, Equity, and Inclusion (DEI) are fundamental values, and where every team member feels respected, valued and empowered to succeed. We provide opportunities for professional development to help our colleagues reach their full potential and we strive to create an environment where everyone’s voice is heard.

We are proud of our culture, which fosters both innovation and learning, and we are dedicated to building a space where all our team members can thrive and contribute to our collective success.

Are you ready to join us and be part of a dynamic, inclusive team that is shaping the future of ISO consultancy?