Call Centre Manager - Leeds

Call Centre Manager - based Leeds

thebigword is an award winning, world-leading, language management business, supplying translation, interpreting and technology services from nine global offices to a wide range of UK and overseas clients including household-name multinationals and public-sector bodies.

Due to continuing rapid growth (which has averaged 40% over each of the last three years), we are recruiting an experienced Call Centre Manager to be based from our Global Head office in Leeds. This is an exciting new role to develop our call centre operation for the Telephone Interpreting division.

The responsibilities of the role include:

• To lead, manage and motivate a team of call centre personnel.
• To provide accurate and timely reporting on call centre performance.
• To liaise with our technology department in developing the technology used within the call centre.
• To identify shortfalls in our interpreter resource base and raise sourcing requests accordingly.
• To act as key liaison between the Telephone Interpreting Operations team and Interpreting Procurement.
• To manage and ensure maximum cost savings.

The role will require an experienced Call Centre Manager who has a strong coaching and people development background, experience in capacity management and continuous improvement.

This is an exciting opportunity to take up a pivotal call centre management position within a fast-growing international company.