Call Centre Manager

Are you a dynamic leader with a passion for delivering exceptional customer service? We're looking for a Call Centre Manager to join the team and take ownership of creating an outstanding customer experience. This role will offer you the opportunity to drive customer satisfaction, lead a high-performing team, and facilitate business growth.What you'll do:

• Oversee daily operations of the Call Centre, ensuring exceptional service delivery and exceeding KPIs.
• Lead recruitment, training, and mentoring of staff to build a skilled and motivated team.
• Monitor sales conversion and customer satisfaction to achieve key objectives.
• Evaluate and refine sales processes to enhance customer experience and efficiency.
• Prepare and present performance reports, providing insights to key stakeholders.
• Ensure quality assurance and compliance across all customer interactions.
• Manage customer complaint escalations and work closely with stores to resolve issues.
• Support cross-functional initiatives to improve processes and reduce complaints.

What we're looking for:

• Experience: At least 3 years in a managerial role within a Call Centre/Sales environment. Retail experience is a plus.
• Leadership: Proven ability to inspire, coach, and manage a team to deliver high performance.
• Customer Focus: Strong complaint-handling skills and the ability to manage escalations effectively.
• Results-Driven: A track record of achieving KPIs and improving conversion rates.
• Skills: Excellent communication, time management, and organisational skills, with proficiency in MS Office.

Key attributes:

• Highly personable with strong decision-making abilities.
• A self-starter who is enthusiastic, driven, and able to work well under pressure.
• A natural leader, able to build relationships, motivate teams, and deliver results.
• Attention to detail and the ability to handle sensitive information discreetly.

Join to be part of a team that values quality, customer satisfaction, and continuous improvement.