Contact Centre Manager

An opportunity is available for an experienced and confident Contact Centre Manager to take ownership of a busy Call Centre while supporting the Training and Quality Assurance functions.
The successful candidate will play an important role in driving team performance, developing employees, maintaining quality standards and continuously improving operational processes within a performance-driven environment.

Key Responsibilities

• Supervise and manage day-to-day Call Centre operations.
• Monitor employee performance against agreed productivity and performance targets.
• Coach and mentor team members to improve productivity, performance and overall effectiveness.
• Promote a culture of accountability, professionalism and high performance.
• Identify performance concerns and implement appropriate improvement plans.
• Support employees in achieving operational and performance objectives.
• Ensure company policies, procedures and operational standards are consistently followed.

Training & Development

• Develop, implement and maintain effective employee training programmes.
• Conduct onboarding and induction training for new employees.
• Facilitate refresher and ongoing training programmes where required.
• Identify individual and team training needs and address identified skills gaps.
• Monitor the effectiveness of training initiatives and make improvements where necessary.
• Support employees through coaching, development and continuous learning.
• Maintain accurate employee training records.

Quality Assurance

• Monitor and evaluate employee performance against established quality standards.
• Conduct regular quality assessments and provide constructive feedback.
• Identify recurring quality issues and implement corrective or improvement measures.
• Ensure Call Centre processes and customer service standards are consistently maintained.
• Monitor quality trends and identify opportunities to improve customer experience.
• Maintain accurate Quality Assurance records and scorecards.
• Work with management and relevant teams to address quality and performance concerns.

Reporting & Analysis

• Track and analyse Call Centre performance, productivity and quality data.
• Monitor relevant performance metrics and identify trends or areas requiring attention.
• Prepare regular performance and quality reports for management.
• Provide management with actionable insights and recommendations.
• Use performance data to identify opportunities for operational improvement.

Process Improvement

• Identify opportunities to improve Call Centre processes, employee performance and customer experience.
• Assist with implementing practical solutions to operational challenges.
• Ensure established processes and quality standards are consistently applied.
• Work collaboratively with management and other departments to resolve operational, performance and quality concerns.
• Promote continuous improvement across the Call Centre environment.
• Previous experience in Supervisor, Team Leader, Call Centre Manager or similar leadership position.
• Previous experience within a Call Centre, Training or Quality Assurance environment.
• Proven experience managing and developing people.
• Strong leadership and people-management skills.
• Demonstrated coaching and mentoring abilities.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Intermediate proficiency in Microsoft Office, particularly Excel and Word.
• Professional level of English communication.
• Ability to work effectively under pressure and meet deadlines.
• Strong organisational and administrative skills.
• High level of attention to detail.

Advantageous Experience

• Previous experience managing or overseeing Training and Quality Assurance functions.
• Experience within a sales, telesales or lead-generation environment.
• Experience working with Call Centre performance metrics and KPIs.
• Experience preparing and analysing performance reports.
• Experience using quality scorecards and conducting call quality assessments.
• Knowledge of Call Centre quality assurance and performance management processes.

The successful candidate will demonstrate:

• Confident and proactive leadership.
• Strong people-management and interpersonal skills.
• Results-driven and performance-focused approach.
• Passion for coaching, developing and motivating employees.
• Strong analytical and numerical ability.
• Excellent communication and presentation skills.
• Strong organisational and time-management abilities.
• High level of accountability and professionalism.
• Ability to identify problems and implement practical solutions.
• Strong attention to detail.
• Ability to work effectively in a fast-paced and target-driven environment.
• Commitment to maintaining high standards of quality and customer service.
• Ability to build positive working relationships across different teams and levels of the organisation.

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