Senior Group Manager - Call Centre Operations Night Shift

About the role

We are seeking a Senior Group Manager to lead our Inbound Service, Sales and Retentions department on the night shift. The role focuses on creating a high‑performance, customer‑centric culture that drives revenue and retains business.

Key responsibilities

• Lead the Inbound Service, Sales and Retentions department, instilling a service, sales and retention culture.
• Deliver excellence through staff performance optimisation, process management, technology utilisation and continuous improvement.
• Own the client relationship, meeting strategic objectives through regular reporting and engagement sessions.
• Drive growth and development of the team, ensuring high performance and engagement.

Required profile

• Minimum 5 years' experience managing a large contact centre.
• Minimum 3 years' experience in operational service, sales and/or retentions.
• Thorough knowledge of contact centre technology.
• Advanced computer literacy in MS Office (Word, Excel, PowerPoint).
• Proven ability to manage a high‑performing inbound service, sales and/or retentions environment (preferred).
• Experience in contact centre leadership, people management and stakeholder management (preferred).
• Strong report writing and presentation skills (preferred).
• Online retail experience (preferred).

Required skills

• Contact centre technology
• MS Office (Word, Excel, PowerPoint)