Call Centre Manager

Call Centre Manager Job in Ferndown

Our well-established client in Ferndown are seeking a talented Call Centre Manager with a strong background in resource planning, forecasting, and operational management to lead their multi-tiered, multi-channel contact centre teams both remote and in house. This Call Centre Manager role is critical in ensuring the efficient scheduling, staffing, and overall performance of our contact centre, balancing customer demand with operational resources. You will be working closely with key stakeholders, and the Call Centre Manager will play a pivotal role in optimising workforce planning, service levels, and overall efficiency.

Duties and Responsibilities:

• Operational Leadership: Oversee day-to-day call centre operations, ensuring SLAs and KPIs are met while maintaining high quality standards
• Resource Planning & Forecasting: Develop and manage staffing models, call volume forecasts, and workforce optimisation strategies
• Workforce Management (WFM): Analyse historical data and trends to build accurate forecasting models and schedules that align with business objectives
• Performance & Continuous Improvement: Identify operational inefficiencies recommend improvements and implement best practices to enhance service delivery.
• Stakeholder Collaboration: Work closely with HR, IT, sales and senior leadership to ensure the right resources are in place to meet business and customer demands
• People Management & Development: Lead, coach, and develop a high-performing team to achieve department KPI’s
• Reporting & Data Analysis: Provide regular insights on performance metrics, trends, and forecasting accuracy
• Budget & Cost Control: Plan recruitment and optimise resource allocation without compromising service quality

Minimum Skills and Experience Required:

• Proven experience in managing a contact centre, with a focus on workforce planning, resource management, and forecasting.
• Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.
• Experience with workforce management systems (WFM) and forecasting tools.
• Working knowledge of Genesys (or similar contact centre platforms) is highly desirable.
• Strong leadership and people management skills, with experience in coaching and developing team leaders
• Experience in stakeholder management and cross-functional collaboration.
• Understanding of key contact centre KPIs, SLA management, and performance optimisation.

Salary and Benefits:

• A salary of £55,000 - £60,000 per annum
• Company bonus
• 25 days holiday plus Bank Holidays
• Health Cash Back Scheme
• Company pension
• Learning and development opportunities

This Call Centre Manager job in Ferndown would suit candidates with an outsourcing and strategic background, as well as people and culture management.