Call Centre Manager

Salisbury

£50,000 & Benefits

This is a fantastic opportunity to lead a contact centre operation of around 50 advisors, driving performance, shaping customer experience, and embedding a culture of continuous improvement.

You'll lead a team of Team Leaders, alongside Quality and Project functions, ensuring consistent delivery of excellent service and operational performance.

• Lead, coach, and develop Team Leaders and their teams
• Own and deliver key KPIs (SLAs, CSAT, quality, productivity)
• Drive a best-in-class customer experience across all touchpoints
• Lead continuous improvement initiatives to enhance efficiency and outcomes
• Oversee forecasting and workforce planning
• Build a strong coaching culture and develop future leaders
• Work cross-functionally to improve processes and customer outcomes

• Proven contact centre leadership experience (40-100 FTE)
• Strong people leadership across multi-layered teams
• Track record of delivering and improving KPIs
• Experience in customer experience, coaching, continuous improvement, and operational performance
• Strong analytical and data-driven approach
• Experience in forecasting and resource planning

• Competitive salary
• 23 days holiday + bank holidays
• Extra days off for your birthday and Christmas
• Volunteering days
• Company pension scheme
• Health cash plan & eye care vouchers
• Employee Assistance Programme (EAP)
• Colleague referral and business introduction bonuses
• Social events and team activities
• Access to staff discounts platform
• Professional development pathways and CPD support
• Wellbeing initiatives including mental health support

Disclaimer

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

If you're a passionate leader who thrives on improving performance, developing people, and delivering exceptional customer experiences, we'd love to hear from you.