Contact Centre Manager

Overview: We are seeking an experienced and dynamic full-time Call Centre 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 Centre 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.

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

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

1. Proven experience in a call centre management role or similar supervisory position.
2. Strong leadership abilities with a track record of managing teams effectively.
3. Excellent analytical skills to assess performance data and make informed decisions.
4. Exceptional communication skills in English; proficiency in Spanish or other languages is highly desirable.
5. Ability to motivate staff, manage conflicts, and promote teamwork within the call centre environment.
6. Familiarity with call centre software and technology is advantageous.
7. A commitment to providing outstanding customer service and enhancing the overall customer experience.
8. Eligible to work permanently in the UK.
9. Flexible with working pattern during first 3 to 6 months.
10. Experience in hospitality sectors is a plus.

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 Centre Manager.