Call Centre Manager

Posted 11 September by Pertemps London
Easy Apply
£40,000 - £45,000 per annum
Isleworth , Middlesex
Permanent, full-time

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Posted by Pertemps London
Are you a dynamic leader with a passion for delivering exceptional customer service? We're looking for a Call Centre Manager to join the team and take ownership of creating an outstanding customer experience. This role will offer you the opportunity to drive customer satisfaction, lead a high-performing team, and facilitate business growth.

What you’ll do:
  • Oversee daily operations of the Call Centre, ensuring exceptional service delivery and exceeding KPIs.
  • Lead recruitment, training, and mentoring of staff to build a skilled and motivated team.
  • Monitor sales conversion and customer satisfaction to achieve key objectives.
  • Evaluate and refine sales processes to enhance customer experience and efficiency.
  • Prepare and present performance reports, providing insights to key stakeholders.
  • Ensure quality assurance and compliance across all customer interactions.
  • Manage customer complaint escalations and work closely with stores to resolve issues.
  • Support cross-functional initiatives to improve processes and reduce complaints.

What we’re looking for:
  • Experience: At least 3 years in a managerial role within a Call Centre/Sales environment. Retail experience is a plus.
  • Leadership: Proven ability to inspire, coach, and manage a team to deliver high performance.
  • Customer Focus: Strong complaint-handling skills and the ability to manage escalations effectively.
  • Results-Driven: A track record of achieving KPIs and improving conversion rates.
  • Skills: Excellent communication, time management, and organisational skills, with proficiency in MS Office.
Key attributes:
  • Highly personable with strong decision-making abilities.
  • A self-starter who is enthusiastic, driven, and able to work well under pressure.
  • A natural leader, able to build relationships, motivate teams, and deliver results.
  • Attention to detail and the ability to handle sensitive information discreetly.
Join to be part of a team that values quality, customer satisfaction, and continuous improvement.

Reference: 53543074

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