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You will report directly to the Operations Director and be responsible for the day-to-day management of call handlers and administrators. A strong focus will be placed on coaching, mentoring, and supporting the team to achieve service targets and maintain customer satisfaction.
Responsibilities
- Manage daily operations of the call centre handling property service bookings and support
- Provide line management to call handlers and admin staff
- Monitor call quality and team performance to meet service levels
- Develop and implement operational strategies in collaboration with senior management
- Train, support, and motivate staff through regular feedback and performance reviews
- Address escalated customer complaints and ensure effective resolution
- Oversee scheduling support and ensure all calls are handled efficiently
- Ensure the office environment is well maintained, including supply management
- Deliver regular performance updates to the Operations Director
- Proven experience in a call centre leadership role
- Background in property services or a similar service-based industry
- Strong leadership and team development skills
- Excellent communication and interpersonal abilities
- Comfortable working in a fast-paced, high-volume environment
- Proficient in call centre systems and performance reporting
- Experience with scheduling tools is a plus
- A proactive, hands-on approach to managing people and processes
