Contact Centre Manager – Birmingham

About the role

Our client, a dynamic utilities organisation, is seeking an inspiring Contact Centre Manager to lead a busy Birmingham contact centre. You will be responsible for driving sales performance while ensuring customers receive fast, accurate service.

Key responsibilities

• Oversee day‑to‑day operations of inbound and outbound sales calls.
• Lead a team of 17 staff, including Sales Advisors, Team Leaders and a Supervisor.
• Own sales targets, revenue goals and key performance indicators.
• Maintain high service levels, minimise wait times and resolve issues efficiently.
• Build and nurture strong customer relationships.

Required profile

• Proven experience managing a call centre, sales or customer‑service team.
• Hands‑on leadership style with strong motivational abilities.
• Excellent communication and interpersonal skills.
• Ability to solve problems quickly and make decisive decisions.

Required skills

• Leadership and team management.
• Sales performance monitoring.
• Customer service excellence.

What we offer

• Permanent contract with a competitive salary of £40,000‑£41,000 per year.
• Supportive, vibrant work environment.
• Opportunities for professional development and career progression.