Call Centre Manager – Southend-on-Sea 💼 Contact Centre | Operations Leadership | Customer Experience 🕒 Full-Time | Permanent – 37.5hrs per week (inc. 1 Saturday & 1 Sunday per month) 💰 Salary: £35k–£40k basic | OTE £45k uncapped | Competitive Bonus & Benefits 🚀 Lead a High-Performing Contact Centre Operation Are you an experienced Call Centre Manager with a proven track record of driving performance, efficiency, and customer satisfaction? We’re working with a rapidly expanding organisation in Southend-on-Sea who are looking for a hands-on leader to take ownership of a frontline team within their busy contact centre. This role is all about managing performance, motivating teams, and delivering service excellence across multi-channel operations while ensuring compliance in a regulated environment. 🔍 The Role As Call Centre Manager, you’ll be responsible for: * Leading, coaching, and developing a team of Customer Care Consultants. * Driving KPIs, SLAs, and customer satisfaction scores. * Ensuring adherence to compliance, regulatory standards, and internal policies. * Monitoring call centre performance using MI/BI reporting and dashboards. * Managing escalations and delivering resolutions within set timeframes. * Partnering with Planning and Workforce Management teams to ...