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