Heavy Commercial Call Centre Manager

SUMMARY:
Are you a strong leader with experience in managing high-pressure call centre operations within the recovery, emergency, or roadside assistance environment?
Our client is seeking a Call Centre Manager to oversee and enhance their 24 Hr National recovery and Emergency Support Centre. This role requires a decisive, organised, and customer-focused manager capable of leading teams who respond to breakdowns, emergencies, and critical support calls.

POSITION INFO:

Key Responsibilities

• Lead, manage, and motivate a team handling emergency, recovery, and roadside assistance calls
• Oversee dispatching of recovery teams, tow vehicles, emergency units, and partner service providers
• Monitor call flow, response times, and service levels to ensure rapid and efficient assistance
• Manage escalations and high-priority incidents with professionalism and urgency
• Implement and refine operational processes, SOPs, and call response procedures
• Maintain strong relationships with towing operators, service partners, and emergency networks
• Analyse call centre performance data and introduce improvement strategies
• Ensure compliance with safety protocols, operational standards, and industry regulations
• Drive customer satisfaction and operational excellence within a high-demand environment
• Will be required to do go into the office at night from time to time, to do training or check on quality of work.

Requirements

• 3–5 years of call centre management experience
• Experience in recovery services, emergency response, roadside assistance, towing operations, or related fields
• Strong operational and crisis-management capabilities
• Excellent communication, leadership, and decision-making skills
• Ability to manage high-volume, fast-paced call centre environments
• Proficiency in call centre systems, dispatch technology, and reporting tools

What We Offer

• Competitive salary package
• Opportunity to lead a critical and dynamic operational team
• Fast-paced environment with clear impact on customer service and re

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