Sales & Service Contact Centre Manager

CCA Recruitment Group; Worsley; Sur place; GBP 42 000 - 60 000; Plein temps

Avantages offerts par ce poste

Performance-related bonus

Career progression opportunities

Ongoing training and development

Excellent employee benefits package

Résumé du poste

CCA Recruitment Group is seeking a Contact Centre Manager to lead a busy sales-through-service operation in Worsley. The role reports to the Head of Operations and requires driving performance while delivering excellent customer service and commercial results.

You will manage Team Leaders and Advisors, coach for improvements, and ensure efficient customer journeys. The position offers progression, training, and a supportive leadership team.

Qualifications

• Experience managing teams within a contact centre environment.
• Strong understanding of sales, customer service and operational KPIs.
• Proven ability to improve engagement, performance and customer outcomes.
• Hands-on leader with coaching and stakeholder management skills.
• Experience using MI and performance data to drive results.

Responsabilités

• Lead, coach and develop Team Leaders and Advisors.
• Drive sales, conversion, retention and CSAT performance.
• Monitor KPIs and implement improvement plans.
• Manage workforce planning, productivity and efficiency.
• Create a high-performance culture and deliver reviews and development plans.
• Use MI/data insights to identify opportunities and trends.
• Support recruitment, onboarding and talent development.

Connaissances

Team leadership

Coaching

KPIs

MI data

Stakeholder management

Recruitment

Onboarding

Outils

MI dashboards

Description du poste

Lead a High-Performing Sales Through Service Contact Centre

Are you an experienced Contact Centre Manager looking for your next challenge? Or perhaps you're a Senior Team Leader with a proven track record of driving performance and ready to step into a management role?

We are looking for an ambitious and customer-focused Contact Centre Manager to lead a busy sales through service operation based in Worsley.

This is an exciting opportunity to shape performance, develop people, and create an exceptional customer experience while achieving commercial objectives.

This Contact Centre Manager Role

Reporting into the Head of Operations, you'll be responsible for leading a team of Team Leaders and Advisors within a fast-paced contact centre environment. You'll drive a culture where outstanding customer service and sales performance go hand in hand.

Key responsibilities include:

• Leading, coaching and developing Team Leaders and Advisors
• Driving sales, conversion, retention and customer satisfaction performance
• Monitoring KPIs and implementing improvement plans where required
• Managing workforce planning, productivity and operational efficiency
• Creating a positive, engaging and high-performance culture
• Delivering regular performance reviews and development plans
• Using MI and data insights to identify opportunities and trends
• Supporting recruitment, onboarding and talent development initiatives
• Ensuring customer journeys are efficient, compliant and customer-centric

About You for this Contact Centre Manager role

We're interested in candidates who can demonstrate:

• Experience managing teams within a contact centre environment
• A strong understanding of sales, customer service and operational KPIs
• Proven ability to improve engagement, performance and customer outcomes
• Strong coaching, leadership and stakeholder management skills
• Experience using MI and performance data to drive results
• A hands-on approach with the ability to lead by example

We would particularly welcome applications from:

• Operations Managers
• Customer Service Managers
• Senior Team Leaders looking to take the next step into management

What's On Offer?

• Performance-related bonus
• Career progression opportunities
• Supportive leadership team
• Ongoing training and development
• Excellent employee benefits package

If you're passionate about leading people, driving performance and delivering an outstanding customer experience, we'd love to hear from you.