Head of Performance Optimization

1 month ago


Preston, Lancashire, United Kingdom MERJE Ltd Full time

Job Title: Head of Performance Management

Job Summary:

We are seeking an experienced Call Centre Manager to lead our high-performing team and drive operational excellence. As the Head of Performance Management, you will be responsible for developing and executing strategies to scale call centre operations, leading and mentoring a team of call centre managers and agents, and implementing best practices to improve service levels and reduce costs.

Key Responsibilities:

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

Requirements:

  • 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

About MERJE Ltd:

MERJE Ltd is a leading recruitment agency specializing in placing top talent in the financial services industry. We are committed to delivering exceptional service and supporting our clients in achieving their business goals.


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