Centre Manager

Main Duties & Responsibilities

Lead and manage call centre operations to ensure optimal performance.Analyse and interpret call data (e.g., length of calls, talk time, cost of data vs. sales conversions) to drive results.Develop and monitor key performance indicators (KPIs) and metrics.Coach and mentor staff to enhance their skills and performance.Implement strategies to improve sales and operational efficiency.Ensure team members are working at an optimum level.Report on performance metrics and provide actionable insights for improvement.Handle escalated customer issues and ensure resolution.
Requirements
Proven experience as a Call Centre Manager in an Outbound Call Centre with direct debitsStrong analytical skills with a data-driven approach to managing performance.Excellent understanding of call centre metrics and KPIs.Demonstrated ability to coach and develop staff to achieve high performance.Exceptional leadership and communication skills.Strong organisational and multitasking abilities.Proficiency in using call centre software and other relevant tools.
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