Call Centre Manager
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Job Description
Call Centre Manager leading remote customer service team for UK employer. Managing team performance and enhancing customer experience in a remote environment.
Responsibilities:
- Manage and support a team of call centre agents, ensuring performance targets and quality standards are met
- Handle workforce planning, scheduling, training coordination, and team performance reviews
- Communicate effectively with internal teams and external stakeholders across time zones
- Maintain accurate records of team KPIs, call quality scores, and operational reports
- Use relevant tools such as call centre platforms, CRM systems, and workforce management software
- Support the wider business with escalation handling, SLA management, and customer satisfaction initiatives
- Identify opportunities to improve team efficiency, agent performance, and customer experience
Requirements:
- 3+ years of experience in call centre management or a related field
- Excellent written and verbal communication skills in English
- Strong organisational skills with the ability to manage a team and multiple priorities simultaneously
- Proficient in call centre platforms, CRM systems, and reporting tools
- Able to work independently and manage your own time effectively
- High attention to detail and a proactive approach to problem-solving
- Experience working with UK-based clients or employers is advantageous
- Must have a reliable laptop, stable internet connection, a headset, and a quiet working environment
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