Outbound Contact Centre Manager - Lead & Grow Team

Optical Express Group; Glasgow; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

33 days’ annual leave

Pension scheme

Free Laser Eye Surgery and Intraocular

Free eye tests

Discounted eyewear

Job summary

Optical Express, the UK’s leading eye care provider, seeks an experienced Outbound Team Manager in Glasgow. The role leads contact centre agents to meet service levels and KPIs, reporting to the Head of Contact Centre. Flexibility to cover evenings and weekends is essential.

The team supports inbound and outbound calls, with a 1:3 weekend rotation. The company offers competitive salary, comprehensive benefits, and development opportunities within a global organisation.

Qualifications

• Previous CCM or Team leader experience.
• Ability to manage multiple teams with differing brands.
• Excellent communication skills.
• Experience with HR framework for performance management.

Responsibilities

• Managing the team ensuring a consistent approach to all calls both inbound and outbound
• Report performance and elevate problems
• Establish and maintain effective work procedures
• Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge, and supporting them at all times.
• Evaluate performance throughout the day, identifying areas for improvement and deliver plan to achieve set KPIs
• Undertake other duties as necessary to support the smooth running of the service
• Handling calls and enquiries as required.
• Taking part in recruitment process for new staff.

Skills

Team leadership

Communication

HR framework experience

Job description

Optical Express, the UK’s leading eye care provider, seeks an experienced Outbound Team Manager in Glasgow. The role leads contact centre agents to meet service levels and KPIs, reporting to the Head of Contact Centre. Flexibility to cover evenings and weekends is essential.

The team supports inbound and outbound calls, with a 1:3 weekend rotation. The company offers competitive salary, comprehensive benefits, and development opportunities within a global organisation.