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Head of Contact Centre

  • Location: Preston
  • Salary: £60,000 per year
  • Job Type:Permanent

Posted about 22 hours ago

  • Sector: Customer Contact
  • Contact: Natasha Goldstone
  • Contact Email: ngoldstone@merje.com
  • Contact Phone: 0161 883 2740
  • Expiry Date: 12 November 2024
  • Job Ref: NG12171
  • Flexible Working: 100% Office-Based

Call Centre Manager

Preston, Full time in office.

£50,000 - £60,000

 

MERJE is seeking an experienced Call Centre Manager to lead and scale the deal origination department for a leading broking company. This pivotal role requires a visionary leader with a proven track record in managing large-scale call centre operations and driving performance improvements.

As the Call Centre Manager, you will lead a high-performing team, optimise processes, and leverage technology to enhance customer experience and operational efficiency. This role offers a competitive salary, benefits package, and career growth opportunities in a fast-paced environment.

Key Responsibilities:

  • Develop and execute strategies to scale call centre operations
  • Lead and mentor a team of call centre managers and agents
  • Implement best practices to improve service levels and reduce costs
  • Leverage advanced technologies to enhance customer interactions
  • Establish and monitor KPIs to ensure SLAs and customer satisfaction targets are met

Required knowledge and experience:

  • Minimum 10 years' experience in call centre management, with 5+ years in senior leadership
  • Proven track record in scaling call centre operations and managing large teams
  • Strong analytical skills and ability to make data-driven decisions
  • Proficiency in call centre software and CRM systems (ideally HubSpot)
  • Excellent communication, leadership, and interpersonal skills

If you're an experienced Call Centre Manager looking for a challenging role with significant growth potential, apply now to join this innovative broking company.

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Applicants must be located and eligible to work in the UK without sponsorship.

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If you would like this job advertisement in an alternative format, please contact MERJE directly.