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Contact Centre Manager
- Location: Hinckley
- Salary: £50k OTE £75K plus company car (Tesla)
- Benefits: Tesla Company Car • Great working conditions • Great workforce • Excellent bonus structure• Free parking • 28 days holiday • Pension scheme
- Working Hours: 42.5 Hours per week - 5 days out of 7 on a shift pattern.
Are you a high-energy leader with a proven track record of boosting sales and delivering exceptional customer experiences? Do you excel in dynamic environments and possess the ability to motivate and develop a winning team? Our client is a leading and rapidly expanding car supermarket, seeking a talented and driven Call Centre Manager to spearhead our call centre operations and contribute significantly to our continued success.
In this pivotal role, you will:
- Lead and Inspire: Cultivate a high-performing call centre team, fostering a culture of excellence in customer care across all communication channels.
- Drive Sales and Appointments: Strategically convert a high volume of inbound and outbound inquiries into qualified appointments and direct sales, contributing directly to revenue growth.
- Ensure Compliance and Performance: Manage team performance while adhering to all relevant regulations, including FCA policies, ensuring operational integrity.
- Develop and Coach: Provide ongoing coaching, mentoring, and performance feedback through regular one-to-one sessions and performance reviews, empowering team members to reach their full potential.
- Optimize Operations: Manage departmental productivity and staffing levels to ensure optimal coverage, efficiency, and resource utilization.
- Maintain Brand Standards: Create and maintain a professional, friendly, and brand-aligned environment within the call centre.
- Provide Strategic Insights: Analyze customer trends and provide valuable feedback during daily management meetings, contributing to informed decision-making.
- Foster Collaboration: Liaise effectively with internal departments to ensure seamless communication and collaboration across the business.
Requirements for this role:
- Proven Leadership Experience: Demonstrable experience in a Call Centre Management or similar leadership position.
- Sales and Customer Focus: A strong track record of driving sales growth and achieving exceptional customer satisfaction.
- Exceptional Leadership Skills: Outstanding leadership, coaching, and motivational abilities.
- Strong Organizational Skills: Excellent organizational and time management skills.
- HR Management Experience: Confidence in handling performance-related issues and HR tasks, including rota management, holiday approvals, and commission calculations.
- FCA Accreditation: FCA accreditation (or a willingness to obtain it).
- Proactive and Professional Mindset: A proactive, professional, and customer-centric approach.
Benefits:
- Enjoy the benefit of a Tesla company car.
- Receive a competitive salary and performance-based bonus.
- Join one of the UK’s fastest-growing car supermarkets with significant career development and progression opportunities.
- Work within a dynamic and energetic team environment.
