Call Centre Manager

Description

An exciting opportunity has arisen for an experienced and driven Call Centre Manager to lead a growing outbound sales team based in the heart of Macclesfield. This is a fantastic chance to join a fast-paced, customer-focused environment and play a pivotal role in shaping an ambitious and high-performing contact centre.

We re looking for a confident leader with a passion for people development, a commitment to delivering outstanding customer service, and a strong track record in achieving sales performance within a regulated setting.

Key Responsibilities

Lead, coach, and motivate a team of outbound sales and mortgage advisors. Monitor performance and deliver structured coaching and training. Conduct regular one-to-ones, reviews, and performance improvement sessions. Ensure full compliance with FCA regulations and company procedures. Manage shift schedules, resource planning, and workflow management. Drive service improvements and enhance the customer journey. Support business goals by aligning team performance with key targets. Handle escalated queries and complaints effectively and professionally.

What You ll Bring

Essential:

Demonstrated experience managing a successful outbound call centre or sales team. Strong skills in coaching, mentoring, and performance development. In-depth understanding of KPIs, compliance, and quality assurance standards. Ability to lead by example and inspire high performance. Excellent communication, organisational, and planning abilities. Results-driven mindset with a passion for service and success.

Desirable:

Background in financial services, mortgages, or consumer lending. Familiarity with FCA regulations and financial compliance standards. CeMAP qualification or a solid understanding of mortgage advice. Experience managing multi-shift operations in a busy contact centre.

Shift Details

This role oversees a rotating schedule including:

Early Shift: 9:00am 5:30pm Mid Shift: Mon Wed: 9:30am 6:30pm Thurs: 9:00am 6:00pm Fri: 9:00am 5:30pm Late Shift: Mon Wed: 10:00am 7:00pm Thurs: 9:00am 6:00pm Fri: 9:00am 5:30pm

Flexibility across shifts is required to support team needs and maintain performance levels.

Ready to take the lead in a dynamic and rewarding environment? Apply now to take the next step in your leadership career.

Ad ID: 5417167377