Call Centre Manager

Call Centre ManagerLocation: South Manchester Salary: 65000 - 77000 per annum + Bonus Job Type: Full-Time, PermanentAbout the RoleWe are seeking an experienced and driven Call Centre Manager to lead our customer operations team and deliver an outstanding customer experience. This is an exciting opportunity for a results-oriented leader with a strong background in contact centre management. You will be responsible for overseeing day-to-day operations, driving performance, developing managers and team leaders, and ensuring service excellence across all customer interactions. The successful candidate will have a passion for people leadership, operational efficiency, and continuous improvement.Key ResponsibilitiesLead and manage the overall performance of the contact centre operation.Develop, coach, and support Team Leaders and frontline advisors.Drive achievement of key performance indicators including service levels, quality, productivity, customer satisfaction, and employee engagement.Monitor and analyse operational performance data to identify trends and improvement opportunities.Manage workforce planning to ensure effective resource allocation and service delivery.Oversee recruitment, onboarding, training, and retention initiatives.Handle escalated customer issues and support effective complaint resolution.Ensure compliance with company policies, industry regulations, and data protection requirements.Build and maintain a positive, high-performing, customer-focused ..... full job details .....