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Call Centre Manager - Merchant Services


Payments Recruitment

£45,000 - £60,000 Per Annum

Hull, United Kingdom

Acquirer Services/Merchant Services,Customer Services,ISO,Sales

Permanent | Full Time



Not specified

Call Centre Manager – Merchant Services


£45-60k basic + excellent bonus & incentives

Our client is a fast paced, high growth merchant services provider who offer an exceptional suite of payments solutions to businesses across the UK. We are now hiring for a sales focused, commercially aware call centre manager to join our business & lead our growing sales team to further success.

As the call centre manager, you will take overall responsibility for delivering our targets, working closely with the senior leadership team and your team leaders, to manage & communicate to a large team. You will be industry leading in your field, responsible for delivering exceptional business performance through strong leadership and performance management within this area of the business. You’ll be responsible for ensuring that all customer contact is in line with company standards, and your team remain happy, motivated, and delivering for the business. You’ll be responsible for meeting internal targets as well as planning areas of improvement or development, hiring new people to build on our success as required.

Key Responsibilities and accountabilities:

· Inspire, Mentor & Coach colleagues to maximise sales and push boundaries

· Use Operational Management Methodology to drive and manage team performance, managing resources to match fluctuating levels of demand

· Adhere to all internal and customer policies as applicable, taking accountability for evidencing compliance during audit reviews

· Accountable for the impact assessment of all change requests as assigned

· Suggest technology improvements to improve the customer journey

· Responsible for management of resource requirements, recruitment, and training of personnel as necessary, working with your team leaders and deputies to ensure happy, motivated teams

· Regularly monitor current work position to make appropriate management decisions to ensure SLAs are met

· Monitor and analyse management information, to identify trends - ensuring procedures are updated where necessary

· Attend planning and capacity meetings to ensure team is prepared for the week ahead and taking on board all lessons learnt from previous week

· Communicate the performance development process for your team members, agreeing SMART objectives, providing regular progress feedback

· As a line manager, be the first point of contact for supporting the resolution people issues of any type which arise on your teams. Always adhere to HR policies and escalate if required.

· Manage attendance and timekeeping ensuring any discrepancy is either escalated to you or addressed by your direct reports. Ensure relevant HR policies and procedures are adhered to where applicable

· Ensure annual leave is managed fairly and appropriately in accordance with business objectives. Ensure adequate cover for team members on leave

· Provide leadership, and support, demonstrating and coaching your team members towards your role model behaviours

· Conduct regular staff reviews to feedback on performance and behaviours, recognising and rewarding individuals where appropriate

· Complete daily, weekly, and monthly Controls and Checks where applicable. Escalate and remediate control failures when they arise

· Ensuring customer MI is produced and reviewed daily, weekly, and monthly where applicable

More about you:

· Experience of working in a targeted call centre-based sales role, at team leader or manager level

· Genuine passion for driving sales performance

· Experience of achieving KPI’s with ability to work well under pressure

· Ability to effectively prioritise, plan and organise workload

· Ability to resolve customer issues in a professional and empathetic manner

· Strong attention to detail & sound interpersonal and rapport building skills

· Outstanding communication skills & able to delve into the data & understand the numbers

· Self-motivated with a high level of initiative

· Proven experience of managing a successful Sales Team

· Excellent communication, engagement, and development of people skills

· Ability to engage, in a meaningful way, with senior management

· Results driven with strong business acumen and understanding of operations

· Proven track record of effective resource and performance management

· Exceptional attention to detail and organisational skills, with problem-solving skills