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 ensure effective scheduling and resource allocation.
*
Identifying and implementing continuous improvements to boost efficiency and service delivery.
🔑 What We’re Looking For
*
Previous experience managing or supervising teams in a contact centre/call centre environment.
*
Strong knowledge of KPIs, call handling metrics, and operational performance management.
*
Proven ability to coach, motivate, and develop individuals to hit targets.
*
Confident communicator with the ability to influence and engage at all levels.
*
Organised, analytical, and comfortable making data-driven decisions.
*
Knowledge of complaints handling, FCA principles, or regulated environments desirable.
🌟 What’s on Offer
*
Competitive salary and uncapped OTE.
*
Excellent training and development opportunities.
*
A fast-paced, supportive culture with clear career progression.
*
Great benefits package.
📨 Apply Today
Interviews are happening now. If you’re ready to step into a high-impact leadership role and make your mark in a thriving call centre, apply today or contact our specialist recruitment team for a confidential chat