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 You’ll 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 We’re 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?
We’re 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 that’s passionate about delivering obsessively great service? Apply now and help us shape the future of client communications at Bayfields Opticians & Audiologists.