Senior Contact Centre Manager – Drive Sales & Service Bonus

CCA Recruitment Group; Worsley; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Performance-related bonus

Career progression opportunities

Ongoing training and development

Excellent employee benefits package

Job summary

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.

Responsibilities

• 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.

Skills

Team leadership

Coaching

KPIs

MI data

Stakeholder management

Recruitment

Onboarding

Tools

MI dashboards

Job description

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.