2 days ago

Call Centre Manager

Crewe 40K - 40K Permanent

Job Reference: SP81_1631648409

We are working with a fast-growing telecomms insurance company to assist with the recruitment of a Call Centre Manager

The Call Centre Manager is responsible for the overall operational activities in the call centre for Complaint and Quality management. They will be fully accountable for ensuring that all KPI's are met, staff are developed to the highest potential and that the business is represented in the highest of standards at all times.

Other responsibilities of a Call Centre Manager include:

  • Leading and motivating the team to achieve success through establishing clear expectations of performance, reviewing individual and team progress and taking proactive action to bring performance back in line where required
  • Looking at ways to improve the quality of our claim handling and processes to enhance the customer experience
  • Owning feedback provision and data analysis to drive improvements.
  • Facilitating a culture of open and honest two way communication ensuring key messages are cascaded.
  • Creating and maintaining a culture that attracts, retains, and motivates employees

The successful Call Centre Manager will:

  • Have a proven track record of continuous improvement, particularly in contact centres.
  • Be results-driven and commercially aware
  • Have proven FCA knowledge and understanding, with the ability to mentor and educate others on this
  • Have a strong knowledge of reporting, analysing and trend spotting across all areas of the business

What is in it for you?

As a business, they pride themselves on their fast-paced, ever-evolving workplace where partnership across the business is the norm and business relationships are built on the trust you need to carry out the role.

They support their employees to reach their full potential by pushing the boundaries and encouraging you to progress your career with us.

If you are interested in applying for the role of Call Centre Manager please apply using the below steps. Whilst we are looking specifically for candidates from within a Call Centre Manager remit, we will also consider candidates with job titles such as Contact Centre Manager, Contact Centre Team Leader and Call Centre Team Leader

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