Front Line Manager
Shift Times: Between 08:00 and 18:00 Monday to Friday 37 Hours per Week
Pay Rate: £15.30
Location: West Strand Business Park in Preston, PR1 8UY
This is a temporary assignment for 3-6 months.
Job Purpose / Overview
We are looking for a temporary Front Line Manager to support a team of 20 call centre agents and provide support to 2 team coaches in driving high quality and positive outcomes to customers within the Child Care Service.
The team work a range of schedules between 08:00 and 18:00 Monday to Friday, and a successful candidate will be required to support the wider FLM team in covering those opening hours.
Key Responsibilities:
Manage and motivate a team of call centre agents to meet performance targets and KPIs
Monitor call quality and provide direction to coaches to ensure excellent customer service
Monitor schedule adherence and ensure effective planning between yourself and coaches
Develop and implement strategies to improve productivity and customer engagement
Ensure compliance with company policies and industry regulations
Monitor emerging call trends and share insights with the planning team
Requirements:
Proven experience in a call centre management or supervisory role
Strong leadership, communication, and organisational skills
Customer service focussed mindset with a passion for customer satisfaction
Apply now and a member of the team will be in touch