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Call Centre Manager

Call Centre Manager

Pure Resourcing Solutions

Posted 3 days ago, valid for 5 days

Brentwood, Essex CM13 1QN

Full Time

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Sonic Summary

An exciting opportunity is available for an experienced Call Centre Manager to lead a busy inbound team in the property services sector.
The role requires proven experience in a call centre leadership position, ideally with a background in property services or a similar service-based industry.
The position involves managing daily operations, coaching and mentoring staff, and ensuring high-quality customer service.
Candidates should have strong leadership skills, excellent communication abilities, and a proactive approach to managing people and processes.
The salary for this role is competitive, and a minimum of 3 years of experience is required.

An exciting opportunity is available for an experienced Call Centre Manager to lead a busy inbound team in the property services sector. This role is key to ensuring the smooth and efficient running of the call centre, delivering high-quality customer service, and supporting operational performance.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

Requirements

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

This is an ideal role for a motivated and supportive leader looking to make a real difference in a dynamic, customer-focused environment. If you have a passion for service delivery and team development, we would love to hear from you.

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