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Call Centre Manager
Job Posted: an hour ago
Salary: £ 35,000 - 40,000 / Annum
Job Type: Permanent
Location: Southend-on-Sea, Essex
Expire in: a month
Job Description
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:
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Leading, coaching, and developing a team of Customer Care Consultants.
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Driving KPIs, SLAs, and customer satisfaction scores.
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Ensuring adherence to compliance, regulatory standards, and internal policies.
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Monitoring call centre performance using MI/BI reporting and dashboards.
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Managing escalations and delivering resolutions within set timeframes.
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Partnering with Planning and Workforce Management teams to ensure effective scheduling and resource allocation.
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Identifying and implementing continuous improvements to boost efficiency and service delivery.
🔑 What We’re Looking For
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Previous experience managing or supervising teams in a contact centre/call centre environment.
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Strong knowledge of KPIs, call handling metrics, and operational performance management.
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Proven ability to coach, motivate, and develop individuals to hit targets.
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Confident communicator with the ability to influence and engage at all levels.
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Organised, analytical, and comfortable making data-driven decisions.
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Knowledge of complaints handling, FCA principles, or regulated environments desirable.
🌟 What’s on Offer
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Competitive salary and uncapped OTE.
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Excellent training and development opportunities.
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A fast-paced, supportive culture with clear career progression.
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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 chatBefore You Apply
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Looking for your next career move? Join a top company hiring Call Centre Manager job near me in Southend-on-Sea, Essex! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
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