Contact / Call Centre Manager
Esholt, West Yorkshire, BD17 7RH
Salary up to £45k per annum (5 days / 40 hours per week Monday to Friday 9am – 5:30pm)
Bayfields Opticians & Audiologists have an exciting opportunity for a Contact / Call Centre Manager to lead our central appointment bookings team at our Head Office in Esholt (BD17 7RH). This is a pivotal role focused optimising appointment bookings, driving client engagement, and delivering an exceptional experience to clients.
What You’ll Be Doing
As our Contact / Call Centre Manager, you will:
* Lead and coach a high-performing team to meet KPIs through regular performance reviews and data dashboards.
* Use real-time and historical data to forecast demand, identify booking gaps, and implement targeted campaigns to fill diaries.
* Continuously improve recall and reminder processes using A/B testing and performance metrics.
* Collaborate with Marketing to align messaging and campaigns with brand and business goals.
* Support newly acquired practices by integrating them into Bayfields’ communications and booking processes.
What We’re Looking For
* Proven experience in a call centre manager role
* Ability to translate data into actionable insights
* Excellent leadership, coaching, and mentoring skills
* Experience with A/B testing and performance analysis
* Proficiency in Excel, Word, and CRM administration (preferred)
* A strategic thinker with a client-centric mindset
Key Performance Indicators
* Call volume and appointment booking rates
* Recall and reactivation success rates
* Client retention and rebooking rates
* Team performance improvement over time
Why Join Us?
We’re proud to be an independent national business that values local relationships and personal choice. We offer:
* 5 weeks’ holiday (plus bank holidays)
* An extra day off for your birthday
* Company pension scheme
* Cycle to work scheme
* Simply Health membership
* Staff discounts (including a £350 annual voucher for glasses or sunglasses)
* Friends and family discounts on eye and hearing care
We are unable to accept previous applications.
Ready to lead a team that’s passionate about delivering obsessively great service? Apply now and help us shape the future of client communications at Bayfields Opticians & Audiologists.