Call Centre Manager

Job description

OverviewAs a Call Center Manager, you'll play a pivotal role in creating a culture that puts customers first while enabling your team to reach their full potential. You'll:

Lead, mentor, and develop Team Leaders, building a supportive, high-energy environment where people can grow and excel.

Oversee day-to-day contact centre operations, ensuring seamless service delivery and exceptional customer experiences.

Collaborate with stakeholders across the business to drive continuous improvement and support commercial goals.

Champion engagement and communication, strengthening relationships across teams and departments.

Monitor performance and drive results, using insight and coaching to elevate both individual and team success.

Shape and deliver strategies that enhance customer satisfaction and reinforce our reputation for service excellence.

Do you need flexibility with the hours you work? Let us know as part of your application and if it's right for our customers, our business and for you, then we'll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive – Your work life balance is important to us.

Diversity & InclusionIntegrity, Fairness, Inclusion & Trust – At Allianz, we believe in fostering an inclusive workforce and are proud to be an equal opportunity employer.

Our commitment to equal opportunities, gender equity, and balanced gender representation is demonstrated by our numerous accreditations: EDGE certified for gender inclusion, Women in Finance Charter members, Disability Confident employer, Stonewall Diversity Champion, Business in the Community's Race at Work Charter signatories, and Armed Forces Covenant gold standard employer.

We embrace neurodiversity and welcome applications from neurodivergent and disabled candidates, offering tailored adjustments to ensure your success. We encourage our employees to advocate for their needs, whether it's assistive technology, ergonomic equipment, mentoring, coaching, or flexible work arrangements.

Accessible Application for AllAs part of the Disability Confident Scheme, we support candidates with disabilities or long-term health conditions through the Offer an Interview Scheme, for those meeting the essential skills for the role. Contact our Resourcing team to opt into this scheme or for assistance with your application, including larger text, hard copies, or spoken applications.

If you are an at‐risk candidate facing potential redeployment, please include this information in your CV.

Location: Leeds

Qualifications

Strong leadership experience within a fast-paced operational or contact centre environment.

Excellent organisational and problem‐solving skills.

Clear, confident communication and the ability to build strong stakeholder relationships.

Proven coaching and mentoring skills to inspire Team Leaders to be their best.

Confidence in analysing performance data and driving service improvements.

A strategic mindset paired with a hands‐on, people-focused approach.

Desirable Skills

Responsible Artificial Intelligence usage with experience using Generative AI tools such as onsite Webchat / Chat Bot systems.

CompensationPay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training.

Benefits

Flexible buy/sell holiday options

Hybrid working

Annual performance related bonus

Contributory pension scheme

Development days

A discount up to 50% on a range of insurance products including car, home and pet

Retail discounts

Volunteering days

For any inquiries or to submit your application, please contact: Cathryn Thomas.

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Extra information

Status

Open

Education Level

Secondary School

Location

Leeds

Type of Contract

Full-time jobs

Published at

03-04-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English