Call Centre Manager

NMS Recruit Ltd • Permanent • Wirral, Merseyside, England, United Kingdom • £32.10k / year • 2d ago

Call Centre Manager - Wirral

We are looking for an experienced Call Centre Manager to lead a busy customer-focused team, ensuring the highest levels of service, performance and operational delivery.

You will have responsibility for the day-to-day management of the Response Centre Advisors and Senior Advisors, ensuring customer enquiries and emergency repair calls are handled efficiently, professionally and with empathy.

Key Responsibilities

Lead, motivate and develop a team of Response Centre Advisors and Senior Advisors.
Monitor performance against agreed KPIs, SLAs and quality standards.
Provide regular coaching, feedback, performance reviews and development support.
Oversee escalated calls, major incidents and complex customer enquiries.
Ensure consistently high levels of customer service and accurate call handling.
Identify training needs and opportunities for continuous improvement.
Manage attendance, wellbeing, performance and other people-related matters.
Support workforce planning and ensure staffing levels meet operational requirements.
Work closely with internal teams and clients to maintain strong service delivery.
Investigate complaints and recurring issues, identifying root causes and implementing improvements.
Contribute to recruitment, onboarding and retention of team members.

About You

Previous experience managing a customer service, contact centre or response team.
Strong leadership, coaching and people-management skills.
Excellent communication, organisation and problem-solving abilities.
Confident managing performance and handling challenging situations.
Customer-focused with a calm and professional approach.
Comfortable working in a fast-paced operational environment.
Excellent IT skills

Hours: 37.5 hours per week working across Monday - Sunday, on a 3-week rotational shift pattern

Email your CV today to be considered - if you do not hear from us within 5 working days, please assume you have not been successful.

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, NMS Recruit will be acting within your interest and will contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please get in touch with us here.

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