Call Centre Manager (12 month FTC)
BramahHR Ltd
Location: Reading (occasional travel to the Head office in Leeds)
Salary: up to £50K + 5K on successful contract completion
length: 12 month FTC
Hours: 8am to 6pm across 5 days per week (must be flexible on days)
Key Responsibilities
- Lead, coach, and motivate call centre agents to achieve service and sales targets.
- Drive revenue through effective sales, upselling, and customer engagement strategies.
- Ensure customer enquiries and complaints are resolved professionally and efficiently.
- Monitor performance metrics, identify improvement opportunities, and implement action plans.
- Oversee daily call centre operations, including scheduling, resource planning, and service levels.
- Produce performance reports and use data to drive continuous improvement.
- Maintain high standards of quality, compliance, and customer satisfaction.
- Monitoring measures such as Average booking value, cost per call, complaint SLA's and call answer rate %
- Proven experience in a call centre management or similar leadership role.
- Strong sales and customer service background.
- Excellent leadership, communication, and coaching skills.
- Experience using CRM and call centre management systems.
- Strong analytical, organisational, and problem-solving abilities.
- Ability to thrive in a fast-paced, target-driven environment.
- Customer-focused and solution-oriented.
- Results-driven with strong commercial awareness.
- Effective people leader and motivator.
- Strong decision-making and accountability.
- Committed to continuous improvement and operational excellence.
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