Front Line Manager
- Preston
- Temporary
- Full-time
Shift Times: Between 08:00 and 18:00 Monday to Friday 37 Hours per Week
Pay Rate: £15.30
Location: West Strand Business Park in Preston, PR1 8UYThis is a temporary ongoing assignment with an opportunity to go perm.Job Purpose / OverviewWe are looking for a temporary Front Line Manager to support a team of 20 call centre agents and provide support to 2 team coaches in driving high quality and positive outcomes to customers within the Child Care Service.The team work a range of schedules between 08:00 and 18:00 Monday to Friday, and a successful candidate will be required to support the wider FLM team in covering those opening hours.Key Responsibilities:
- Manage and motivate a team of call centre agents to meet performance targets and KPIs
- Monitor call quality and provide direction to coaches to ensure excellent customer service
- Monitor schedule adherence and ensure effective planning between yourself and coaches
- Develop and implement strategies to improve productivity and customer engagement
- Ensure compliance with company policies and industry regulations
- Monitor emerging call trends and share insights with the planning team
- Proven experience in a call centre management or supervisory role
- Strong leadership, communication, and organisational skills
- Customer service focussed mindset with a passion for customer satisfaction