Head of Contact Centre Operations

4 weeks ago


Penwortham, United Kingdom MERJE Full time
Call Centre Manager Opportunity

Preston, Full-time in office.

As a seasoned Call Centre Manager, you will lead a high-performing team, optimize 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:
  1. Develop and execute strategies to scale call centre operations
  2. Lead and mentor a team of call centre managers and agents
  3. Implement best practices to improve service levels and reduce costs
  4. Leverage advanced technologies to enhance customer interactions
  5. Establish and monitor KPIs to ensure SLAs and customer satisfaction targets are met
Required Knowledge and Experience:
  1. Minimum 10 years' experience in call centre management, with 5+ years in senior leadership
  2. Proven track record in scaling call centre operations and managing large teams
  3. Strong analytical skills and ability to make data-driven decisions
  4. Proficiency in call centre software and CRM systems (ideally HubSpot)
  5. 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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