An exciting opportunity has arisen for an experienced and driven Call Centre Manager to lead a growing outbound sales team based in the heart of Macclesfield. This is a fantastic chance to join a fast-paced, customer-focused environment and play a pivotal role in shaping an ambitious and high-performing contact centre.
We re looking for a confident leader with a passion for people development, a commitment to delivering outstanding customer service, and a strong track record in achieving sales performance within a regulated setting.
Key Responsibilities
- Lead, coach, and motivate a team of outbound sales and mortgage advisors.
- Monitor performance and deliver structured coaching and training.
- Conduct regular one-to-ones, reviews, and performance improvement sessions.
- Ensure full compliance with FCA regulations and company procedures.
- Manage shift schedules, resource planning, and workflow management.
- Drive service improvements and enhance the customer journey.
- Support business goals by aligning team performance with key targets.
- Handle escalated queries and complaints effectively and professionally.
What You ll Bring
Essential:
- Demonstrated experience managing a successful outbound call centre or sales team.
- Strong skills in coaching, mentoring, and performance development.
- In-depth understanding of KPIs, compliance, and quality assurance standards.
- Ability to lead by example and inspire high performance.
- Excellent communication, organisational, and planning abilities.
- Results-driven mindset with a passion for service and success.
Desirable:
- Background in financial services, mortgages, or consumer lending.
- Familiarity with FCA regulations and financial compliance standards.
- CeMAP qualification or a solid understanding of mortgage advice.
- Experience managing multi-shift operations in a busy contact centre.
Shift Details
This role oversees a rotating schedule including:
- Early Shift: 9:00am 5:30pm
- Mid Shift:
- Mon Wed: 9:30am 6:30pm
- Thurs: 9:00am 6:00pm
- Fri: 9:00am 5:30pm
- Late Shift:
- Mon Wed: 10:00am 7:00pm
- Thurs: 9:00am 6:00pm
- Fri: 9:00am 5:30pm
Flexibility across shifts is required to support team needs and maintain performance levels.
Ready to take the lead in a dynamic and rewarding environment? Apply now to take the next step in your leadership career.