Call Centre Manager

An exciting opportunity has arisen for an experienced and driven Call Centre Manager to lead a growing outbound sales team based in the heart of Macclesfield. This is a fantastic chance to join a fast-paced, customer-focused environment and play a pivotal role in shaping an ambitious and high-performing contact centre.

We’re looking for a confident leader with a passion for people development, a commitment to delivering outstanding customer service, and a strong track record in achieving sales performance within a regulated setting.

Key Responsibilities

• Lead, coach, and motivate a team of outbound sales and mortgage advisors.
• Monitor performance and deliver structured coaching and training.
• Conduct regular one-to-ones, reviews, and performance improvement sessions.
• Ensure full compliance with FCA regulations and company procedures.
• Manage shift schedules, resource planning, and workflow management.
• Drive service improvements and enhance the customer journey.
• Support business goals by aligning team performance with key targets.
• Handle escalated queries and complaints effectively and professionally.

What You’ll Bring

Essential:

• Demonstrated experience managing a successful outbound call centre or sales team.
• Strong skills in coaching, mentoring, and performance development.
• In-depth understanding of KPIs, compliance, and quality assurance standards.
• Ability to lead by example and inspire high performance.
• Excellent communication, organisational, and planning abilities.
• Results-driven mindset with a passion for service and success.

Desirable:

• Background in financial services, mortgages, or consumer lending.
• Familiarity with FCA regulations and financial compliance standards.
• CeMAP qualification or a solid understanding of mortgage advice.
• Experience managing multi-shift operations in a busy contact centre.

Shift Details

This role oversees a rotating schedule including:

• Early Shift: 9:00am – 5:30pm
• Mid Shift:
• Mon–Wed: 9:30am – 6:30pm
• Thurs: 9:00am – 6:00pm
• Fri: 9:00am – 5:30pm
• Late Shift:
• Mon–Wed: 10:00am – 7:00pm
• Thurs: 9:00am – 6:00pm
• Fri: 9:00am – 5:30pm

Flexibility across shifts is required to support team needs and maintain performance levels.

Ready to take the lead in a dynamic and rewarding environment? Apply now to take the next step in your leadership career.