Sales-Driven Contact Centre Manager | Lead & Grow Teams

CCA Recruitment Group; Roe Green; Vor Ort; GBP 40.000 - 50.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Bonus eligible

Zusammenfassung

CCA Recruitment Group is seeking a Contact Centre Manager to lead a busy sales through service operation in Worsley. You will drive performance, develop people, and deliver an exceptional customer experience while achieving commercial objectives.

Reporting to the Head of Operations, you will manage Team Leaders and Advisors, optimize sales and service outcomes, and foster a high-performance culture with data-driven decision making.

Qualifikationen

• Experience managing teams in a contact centre environment.
• Strong understanding of sales, customer service and KPIs.
• Proven ability to improve engagement, performance and customer outcomes.
• Coaching, leadership and stakeholder management skills.
• Experience using MI and performance data to drive results.
• Hands-on leadership with lead-by-example approach.

Aufgaben

• Lead, coach and develop Team Leaders and Advisors.
• Drive sales, conversion, retention and customer satisfaction performance.
• Monitor KPIs and implement improvement plans.
• Manage workforce planning, productivity and operational efficiency.
• Create a positive, high-performance culture.
• Deliver regular performance reviews and development plans.
• Use MI/data insights to identify opportunities/trends.
• Support recruitment, onboarding and talent development initiatives.
• Ensure customer journeys are efficient and compliant.

Kenntnisse

Team management

KPIs & performance

Coaching & leadership

Stakeholder management

MI/data analysis

Hands-on leadership

Jobbeschreibung

CCA Recruitment Group is seeking a Contact Centre Manager to lead a busy sales through service operation in Worsley. You will drive performance, develop people, and deliver an exceptional customer experience while achieving commercial objectives.

Reporting to the Head of Operations, you will manage Team Leaders and Advisors, optimize sales and service outcomes, and foster a high-performance culture with data-driven decision making.