OverviewWe are seeking a dedicated and experienced Call Centre Manager to lead our home improvement team. The ideal candidate will possess strong leadership skills and the ability to communicate effectively with both staff and customers. This role requires a proactive approach to managing operations, ensuring high levels of customer satisfaction, and driving performance improvements within the call centre.Job Types Full-time, Permanent, Self employedDutiesOversee daily operations of the call centre, ensuring efficiency and effectiveness in all processes.Supervise and manage a team of call centre agents, providing guidance and support to enhance their performance.Analyse call centre metrics and data to identify trends, areas for improvement, and opportunities for training.Develop and implement strategies to improve customer service quality and operational efficiency.Communicate effectively with team members, fostering an environment of collaboration and open dialogue.Provide regular reports on performance metrics to senior management, highlighting successes and areas needing attention.Ensure compliance with company policies and procedures while maintaining a high standard of customer care.Recruit, train, and mentor new staff members to ensure they are equipped with the necessary skills for success.Manage scheduling to ensure adequate coverage during peak times while maintaining employee morale.RequirementsProven experience in a managerial role within a call centre environment.Strong leadership qualities with the ability to motivate and develop a diverse team.Excellent communication skills in English; proficiency in Spanish or other languages is highly desirable.Ability to analyse data effectively to make informed decisions that enhance operational performance.Experience in supervising staff, managing conflicts, and resolving issues efficiently.Multilingual capabilities are an advantage, enabling effective communication with a broader customer base.Strong organisational skills with attention to detail in managing multiple tasks simultaneously.If you are passionate about delivering exceptional customer service and possess the necessary skills to lead a dynamic team, we encourage you to apply for this exciting opportunity as a Call Centre Manager.