Contact / Call Centre Manager Esholt, West Yorkshire, BD17 7RH Salary up to 45k per annum (5 days / 40 hours per week Monday to Friday 9am 5:30pm) Bayfields Opticians & Audiologists have an exciting opportunity for a Contact / Call Centre Manager to lead our central appointment bookings team at our Head Office in Esholt (BD17 7RH). This is a pivotal role focused optimising appointment bookings, driving client engagement, and delivering an exceptional experience to clients. What Youll Be Doing As our Contact / Call Centre Manager, you will: Lead and coach a high-performing team to meet KPIs through regular performance reviews and data dashboards. Use real-time and historical data to forecast demand, identify booking gaps, and implement targeted campaigns to fill diaries. Continuously improve recall and reminder processes using A/B testing and performance metrics. Collaborate with Marketing to align messaging and campaigns with brand and business goals. Support newly acquired practices by integrating them into Bayfields communications and booking processes. What Were Looking For Proven experience in a call centre manager role Ability to translate data into actionable insights Excellent leadership, coaching, and mentoring skills Experience with A/B testing and performance analysis Proficiency in Excel, Word , and CRM administration (preferred) A strategic thinker with a client-centric mindset Key Performance Indicators Call volume and appointment booking rates Recall and reactivation success rates Client retention and rebooking rates Team performance improvement over time Why Join Us? Were proud to be an independent national business that values local relationships and personal choice. We offer: 5 weeks holiday (plus bank holidays) An extra day off for your birthday Company pension scheme Cycle to work scheme Simply Health membership Staff discounts (including a 350 annual voucher for glasses or sunglasses) Friends and family discounts on eye and hearing care We are unable to accept previous applications. Ready to lead a team thats passionate about delivering obsessively great service? Apply now and help us shape the future of client communications at Bayfields Opticians & Audiologists.55b20050-bc17-4e5d-bfce-3c406318dffc
Job Title
Manager Customer Contact Center