Contact Centre Manager

The RPC Group; England; On-site; GBP 45,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Call Center Manager to lead their customer service team in a vibrant office environment. This full-time role requires a strong leader with proven experience in call centre management, who can drive operational efficiency and foster a positive workplace culture. You will be responsible for analyzing performance metrics, developing training programs, and ensuring compliance with company policies. If you are passionate about enhancing customer experiences and leading teams to success, this is an exciting opportunity to make a significant impact in a fast-paced setting.

Qualifications

• Proven experience in call centre management or supervisory roles.
• Strong leadership abilities with a focus on team performance.

Responsibilities

• Oversee daily operations and ensure high-quality service delivery.
• Lead and mentor call centre agents to enhance performance.

Skills

Leadership Skills

Analytical Skills

Communication Skills

Conflict Management

Team Motivation

Tools

Call Centre Software

Job description

Overview:
We are seeking an experienced and dynamic full-time Call Center Manager to lead our customer service team, in a 100% office based role (no hybrid or remote working).

The ideal candidate will possess strong leadership skills and a proven ability to manage and improve operations effectively.

This role requires a focus on enhancing the entire contact centre ensuring that the team meets performance targets, driving efficiency, assessing, recommending, and implementing improvements.

The Call Center Manager will be responsible for analysing call centre metrics, developing strategies for improvement, and fostering a positive work environment.

The Call Centre is open 7-days a week from 8am till 9pm. You are not expected to work all these hours, but you are expected to be flexible across all call centre shifts, so you can assess what works and what doesn't, and how to improve all processes.

Basic Annual Salary: 45,000 to 55,000

This is a permanent role based in the outskirts of Southampton, you must have your own transport to get to site.

Duties

• Oversee daily operations of the call centre, ensuring efficient processes and high-quality service delivery.
• Lead, mentor, and supervise a team of call centre agents, providing guidance and support to enhance their performance.
• Analyse performance metrics to identify trends, areas for improvement, and implement strategies to achieve operational goals.
• Communicate effectively with team members and stakeholders to ensure alignment on objectives and expectations.
• Develop training programmes for new hires and ongoing training for existing staff to improve skills and service quality.
• Handle escalated customer complaints or issues with professionalism and resolve them in a timely manner.
• Ensure compliance with company policies and industry regulations while maintaining a positive workplace culture.
• Foster an inclusive environment by encouraging multilingual communication, particularly in English and Spanish.

Qualifications

• Proven experience in a call centre management role or similar supervisory position.
• Strong leadership abilities with a track record of managing teams effectively.
• Excellent analytical skills to assess performance data and make informed decisions.
• Exceptional communication skills in English; proficiency in Spanish or other languages is highly desirable.
• Ability to motivate staff, manage conflicts, and promote teamwork within the call centre environment.
• Familiarity with call centre software and technology is advantageous.
• A commitment to providing outstanding customer service and enhancing the overall customer experience.

Essential Requirements:

• Eligible to work permanently in the UK.
• Work from the office 100% of the time (no remote to hybrid work).
• Flexible with working pattern during first 3 to 6-months.
• Experience as a contact centre manager.
• Experience in hospitality sectors.

If you are passionate about leading teams and driving success in a fast-paced environment, we invite you to apply for this exciting opportunity as our Call Center Manager.