Contact Centre Manager

Malaga, Spain

60,000 Euros

MERJE is seeking a highly motivated Contact Centre Manager for a leading company in the Leisure sector. This role offers an exciting opportunity to lead a dynamic team, drive operational excellence, and shape customer service strategy in Malaga, Spain. The ideal candidate will have proven experience in contact centre management and a passion for delivering exceptional customer experiences.

The Company

This company is a prominent player in the holiday parks and vacation rental industry, managing over 100,000 properties across 25 European countries. With a portfolio of trusted travel brands, they handle more than 1.5 million bookings annually, offering guests an extensive range of accommodation options.

The Role

As Contact Centre Manager, you will lead a team of 3 Team Leads overseeing 45 agents, driving customer satisfaction and operational efficiency. This role offers a competitive salary, opportunities for professional growth, and the chance to work in a fast-paced, international environment.

Key Responsibilities:

• Develop and implement local strategic vision aligned with business goals
• Lead and mentor Team Leads to ensure optimal team performance
• Oversee daily operations, maintaining service levels and quality standards
• Analyse performance metrics and implement improvement strategies
• Collaborate with cross-functional teams to enhance customer experience

Required knowledge and experience:

• Proven experience in contact centre management, including leading Team Leads
• Strong analytical skills and data-driven decision-making abilities
• Proficiency in contact centre technology and CRM systems
• Excellent communication and interpersonal skills
• Fluency in English; German and/or Spanish is advantageous

If you’re ready to take on this exciting Contact Centre Manager role and drive customer service excellence, apply now to join this innovative company in the heart of Malaga!

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

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