Call Centre Manager – Multidisciplinary Teams

Optegra Eye Health Care; Manchester; On-site; GBP 45,000 - 55,000; Full time

Job summary

Optegra Eye Health Care seeks an experienced Call Centre Manager to lead a dynamic team in Manchester. This role involves driving performance, enhancing operations, and fostering a positive team culture while delivering excellent customer service. Attractive benefits and a competitive salary offer a rewarding career opportunity in a supportive environment.

Benefits

Generous salary reviewed annually

Matched pension contributions

33 days annual leave

Flexible working schemes

Funded training and development

Free laser eye treatment

Private Healthcare

Enhanced maternity and paternity leave

Cycle to work scheme

Celebrating anniversaries

Qualifications

• Strong experience as an operational leader in a customer-focused environment.
• Ability to deliver strategic change and implement new ways of working.
• Clear experience in project initiation and process re-engineering.

Responsibilities

• Lead a team to deliver performance on inbound and outbound phone enquiries.
• Implement actions to address operational challenges and improve efficiency.
• Manage recruitment and development of the team to align with demand.

Skills

Operational Leadership

Team Development

Performance Management

Process Improvement

Customer Focus

Job description

Optegra has an exciting new job opportunity for an experienced Call Centre Manager to join our amazing team in Manchester. This is a great opportunity to join a growing and developing business and benefit from our fantastic fully funded training programs. Experience as a call centre manager is essential for this role.

Company Overview

Optegra Eye Healthcare has been proudly recognised as one of 115 Best Big Places to Work 2025 as awarded by the Sunday Times. We are committed to creating an exceptional working environment where our people thrive. Join us and be part of a team that values your growth, wellbeing, and contribution every step of the way. Here are some of our amazing benefits:

Benefits

Here are some of our amazing benefits:

• Generous salary which is reviewed annually. This role pays up to £55k dependent on experience
• Generous matched pension contributions
• 33 days annual leave inclusive of bank holidays
• Flexible working and SMART working schemes - because we believe in work life balance
• Funded training and development - because we believe in our people
• Celebrating your anniversaries - because we value loyalty and commitment
• Annual STAR awards
• Blue Light Card (amazing discounts online and on the high street)
• Free laser eye treatment for you and 20% discount for friends and family
• Private Healthcare, 24/7 GP appointments, free Physio and counselling for your wellbeing
• Enhanced maternity and paternity leave
• Cycle to work scheme and season ticket loan
  
  

The Role

Lead an operation team of circa 23 FTE to deliver an exceptional performance on key administrative duties as well as dealing with a high volume of inbound outbound phone enquiries . Meet and exceed operational KPIs and implement a range of process and technology improvements to increase efficiency and effectiveness.

Key Responsibilities:

• Reviewing daily/weekly/monthly performance to maintain objectives whilst highlighting trends and risks
• Implementing speedy actions to operational challenges
• Coaching all staff to improve performance and proactively manage under performance through HR guidelines
• Managing recruitment, induction and ongoing development for the team ensuring resource is matched to demand and capability is consistent within the team
• Leading a positive team culture in line with company values
• Handling all initial escalated complaints and responding to lessons learned
• Working with colleagues in the business to provide a smooth customer pathway
• Acting as a role model to the team, showing resilience and creativity in overcoming business challenges
  
  

Requirements

• Strong experience as an operational leader in a commercial and customer focussed, fast paced environment
• Consistent delivery of outstanding results through development of your team
• An ability to deliver strategic change and implement new ways of working
• Clear experience of initiating and delivering projects and process re-engineering to create efficiency, effectiveness, and support performance through the delivery of enabling technology
  
  

If this sounds like you, please get in touch with us by applying for the role.

You’ll see and feel the Optegra difference when you walk through the door - and you’ll have every opportunity to really make a difference. Take a look at our history and vision by clicking the following link: https://www.optegra.com/optegra-story/

Optegra is proud to be an inclusive business where you can enjoy the career you want, without changing the person you are. We’re welcoming to all, working together as a supportive team, respecting the uniqueness of every individual we work with.

Closing date: Please get your application to us as soon as possible. We may close this vacancy once we have received sufficient applications.