Call Center Manager
Reading, UK
5d ago

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent call center manager must be an organized, reliable and results-driven professional.

They must have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements.

As a call center manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.


Develop objectives for the call center’s day-to-day activities

Conduct effective resource planning to maximize the productivity of resources

Collect and analyze call-center statistics

Assume responsibility of budgeting and tracking expenses

Hire, coach and provide training to personnel to maintain high customer service standards

Monitor and improve ordering, telephone handling and other procedures

Evaluate performance with key metrics

Prepare reports for different departments or upper management


Proven experience as call center manager or similar position

Experience in customer service is required

Knowledge of performance evaluation and customer service metrics

Solid understanding of reporting and budgeting procedures

Experience in basic financial analysis

Proficient in call center equipment / software programs

Outstanding communication and interpersonal skills

Excellent organizational and leadership skills with a problem-solving ability

Positive and patient

GBP 37000 to 42000 per year

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