Call Centre Manager (12 month FTC)

Description:

This is an amazing and exciting leadership role for a fun and innovative company. The position is to lead and develop a high-performing call centre team, delivering exceptional customer service while driving sales performance and operational excellence. 

Location: Reading (occasional travel to the Head office in Leeds)
Salary: up to £50K + 5K on successful contract completion
length: 12 month FTC
Hours: 8am to 6pm across 5 days per week (must be flexible on days)

Key Responsibilities
Lead, coach, and motivate call centre agents to achieve service and sales targets.
Drive revenue through effective sales, upselling, and customer engagement strategies.
Ensure customer enquiries and complaints are resolved professionally and efficiently.
Monitor performance metrics, identify improvement opportunities, and implement action plans.
Oversee daily call centre operations, including scheduling, resource planning, and service levels.
Produce performance reports and use data to drive continuous improvement.
Maintain high standards of quality, compliance, and customer satisfaction.
Monitoring measures such as Average booking value, cost per call, complaint SLA's and call answer rate % Skills & Experience
Proven experience in a call centre management or similar leadership role.
Strong sales and customer service background.
Excellent leadership, communication, and coaching skills.
Experience using CRM and call centre management systems.
Strong analytical, organisational, and problem-solving abilities.
Ability to thrive in a fast-paced, target-driven environment. Key Competencies
Customer-focused and solution-oriented.
Results-driven with strong commercial awareness.
Effective people leader and motivator.
Strong decision-making and accountability.
Committed to continuous improvement and operational excellence. If you are looking for an exciting leadership role dont hesitate and apply today