Contact Centre Manager - Birmingham
£40,000 annual salary
8:30am - 5.30pm (Monday - Friday)
What You'll Do
As our Contact Centre Manager, you'll take charge of the day‑to‑day operations of a busy contact centre, overseeing both inbound and outbound sales. Your leadership will ensure that every order is processed accurately and that our customers receive exceptional service with minimal wait times.
Key Responsibilities
* Team Leadership: Lead a diverse team of 17, including Sales Advisors, Team Leaders, and a Supervisor.
* Sales & Performance: Own and deliver on sales targets, revenue goals, and key performance indicators (KPIs).
* Customer Relations: Build strong, lasting relationships with our customers by understanding and addressing their needs.
* Operational Excellence: Oversee all aspects of contact centre operations, ensuring high service levels and efficient issue resolution.
What We're Looking For
We want a manager who is a motivating leader in a fast‑paced environment. Key skills and experiences:
* Proven experience in call centre, sales, or customer service management with a hands‑on approach.
* Strong leadership, motivational, and organisational skills.
* Excellent communication and interpersonal abilities.
* A knack for problem‑solving and decision‑making.
Benefits
* Permanent contract with competitive benefits.
* A vibrant, supportive work environment.
* Opportunities for professional development and career growth.
Success in This Role Looks Like
* Consistent achievement of sales and revenue targets.
* Enhanced conversion rates and improved customer retention.
* High‑performing, engaged sales team that feels valued and motivated.
* Streamlined, responsive contact centre operations that exceed customer expectations.
Equal Opportunities Statement
Office Angels is an equal‑opportunities employer who respects and appreciates people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We welcome reasonable adjustments at any stage.
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