Call Centre Manager
On-site · Ringwood, England, United Kingdom
Job Summary
Operations Manager needed to lead a UK-based call centre in Ringwood, Hampshire. Responsible for overall operational and alarm receiving functions, supervising Operators, Supervisors and Real-time Managers, ensuring high-quality call handling, KPI performance, forecasting, reporting, complaints handling, and database administration. Role includes change leadership, resource planning, overtime management, shift optimization, HR duties (performance, absence, recruitment, training), stakeholder liaison, market insight, and budget ownership. Requires proven management of call centre operations, strong communication, coaching, and a results-driven, resilient, and commercially aware mindset. Benefits include competitive salary, company car/allowance, extensive leave, private medical insurance, life assurance, pension, and CPD opportunities.
Required Qualifications
- Experience managing call centre operations
- Leadership and people development skills
- Strong English written and spoken communication
- Budgeting and financial awareness
- Ability to manage performance, forecasts, and KPIs
- Stakeholder liaison and customer service orientation
- Ability to adapt in a growing and changing marketplace
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