Call Centre Manager

11 Mar 2018
13 Apr 2018
Contract Type
Full Time


Call Centre Manager
Salary: £40K - £45K + 30% quarterly bonus.
Location: Woking, Surrey. UK
Reporting to the Operations Director

Company Overview:

Denave Europe is the European division of the Denave group which is a global sales-enablement organisation built around demand generation with the overall goal to drive profit for our clients. We were founded in 1999 in India with a current workforce strength of over 4500 + employees, a reach spanning 5 continents, 50+ countries and 500+ cities globally. Denave help hundreds of B2B FTSE 100 blue chip clients worldwide increase their sales through programmes around lead generation, revenue maximisation, cloud selling, inside account management, smart database build, inside sales and digital marketing.

Position Summary:

The Call Centre Manager is a senior role which involves ensuring that all parts of the processes come together to deliver the correct quality, provision of services and revenue for the business.

You will be responsible for the team in all elements of their professional development, which includes reviewing and setting processes that best support current and future needs, ensuring the team are provided with the required training before any new project, conduct regular coaching with Team Leaders and have a clear career path in line with their PDP’s and undergo PIP/BIP or disciplinary where needed.

The Call Centre Manager is also responsible for the client relationship to ensure the successful design and delivery of campaigns as well as supporting account growth. The role requires an acute awareness of all that impacts a campaign through its lifecycle to ensure intelligent client reporting, trend analysis and sales forecasting, amongst others.

Working closely with business transformation will also be essential to bridge any gap between the departments and maintain strong communications across all aspects of the company.

Key Responsibilities:

• Overall management of Campaigns
• Management of Team Leaders
• Accountable for productivity and quality
• Responsible for ensuring teams are motivated and driven to maximum efficiency
• Responsible for ensuring individuals have a clear development path to maximize their potential
• Ensuring the members of the team are fully compliant in carrying out their duties
• Provision of on-going daily support for members of the team and being the first point of contact for staffing issues
• Will lead by example ensuring good standards of performance, attendance and conduct within the office are maintained
• Develop high level relationships to serve as a trusted partner for clients
• Organize the necessary resources to the client needs alongside Recruitment
• Contribute pro-actively to the overall development of the campaign alongside the Transition team
• Cross-functional collaboration with other teams where needed
• Managing holiday, sickness, attendance and absence records
• Enforcing office protocols
• Ownership of lead management and quality control process

Competencies and Skills:

• Must have prior experience working within sales or tele environment in the technology sector
• Experience within Global Markets (UK and EMEA mainly)
• Ideally expertise within integrated marketing and intelligent use of data; digital marketing in a tele environment
• Team leadership skills, including recruitment; development and mentoring of staff
• Experience in databases will be a distinct advantage
• Excellent written and oral communication skills
• Ability to produce written documents that are accurate, well-structured and professionally presented
• Competent in Microsoft Office, including Word, Excel, Outlook, PowerPoint and SharePoint.
• Excellent time, planning and project management skills
• Able to handle demands, targets, guidelines, and high stress situations
• Able to analyse and report accurately
• Organized, reliable and methodical in carrying out tasks
• Flexible and adaptable in a constantly changing environment
• Diplomatic and able to recognise and respect the need for confidentiality
• Fluency in English a pre-requisite. An additional European language is considered beneficial.


• Ideally Degree educated

Interviews are underway now, so CONTACT US TODAY

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