We are seeking a highly skilled and results-driven Call Centre Manager to lead our Customer Service and Sales departments. The ideal candidate must have a strong background in managing large teams within a call centre or front office environment in the hospitality industry, with at least five years of experience. This role requires strong leadership, multi-tasking, and people-oriented skills to ensure exceptional service, operational efficiency, and sales performance.

Key Responsibilities:

Operations & Team Management:

• Oversee the daily operations of both the customer service and sales teams to ensure efficient call handling and service excellence.

• Manage staff schedules to optimize resources, ensuring coverage and efficiency.

• Set, monitor, and achieve KPIs, service levels, and sales targets to drive team performance.

• Implement and maintain Standard Operating Procedures (SOPs) to ensure consistency and quality.

• Handle escalations and ensure prompt issue resolution to maintain high customer satisfaction.

Training & Development:

• Design and deliver training programs to enhance service, sales techniques, and product knowledge.

• Conduct performance reviews, coaching sessions, and continuous team development to improve productivity.

• Keep teams informed of industry trends, company policies, and best practices.

Sales & Financial Management:

• Work closely with the sales team to maximize revenue, conversion rates, upselling, and cross-selling opportunities.

• Set and drive financial goals, ensuring profitability and cost control.

• Analyse financial reports, sales trends, and revenue performance, making data-driven decisions to improve results.

• Develop and implement strategies to enhance customer retention and increase sales revenue.

Systems & Process Improvement:

• Maintain and optimize call centre technologies, CRM systems, and reporting tools.

• Identify process inefficiencies and implement improvements to enhance workflow and productivity.

• Ensure strict compliance with company policies, industry regulations, and service quality

Standards

Systems & Process Improvement:

• Maintain and optimize call centre technologies, CRM systems, and reporting tools.

• Identify process inefficiencies and implement improvements to enhance workflow and productivity.

• Ensure strict compliance with company policies, industry regulations, and service quality standards.

Qualifications & Skills:

• Minimum 5 years of experience managing large teams in a call centre or front office environment (hotels/hospitality preferred).

• Strong leadership, coaching, and people management skills.

• Proven ability to multi-task and manage schedules in a fast-paced environment.

• Strong analytical skills to set, monitor, and achieve targets, KPIs, and financial goals.

• Excellent communication, interpersonal, and problem-solving skills.

• Experience with call center software, CRM systems, and financial reporting tools.

• Ability to train, mentor, and develop high-performing teams while fostering a positive work culture.

To apply, please send your CV to radu.mitroi@newsteamgroup.co.uk quoting "Call Centre Manager"

Please note that only successful candidates will be contacted.

All applications will be treated with the strictest confidentiality.