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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. Click apply or for further information contact Lucia Coppock