Head of Customer Experience

3 weeks ago


Penwortham, United Kingdom MERJE Full time
Call Centre Manager

This is a senior leadership role within our contact centre team, responsible for driving operational excellence and delivering exceptional customer experiences. The successful candidate will have a proven track record in scaling call centre operations, leading high-performing teams, and leveraging technology to enhance customer interactions.

Key Responsibilities:

  1. Develop and execute strategies to drive customer satisfaction and operational efficiency
  2. Lead and mentor a team of contact centre managers and agents to achieve business objectives
  3. Implement best practices to improve service levels, reduce costs, and enhance customer experiences
  4. Leverage advanced technologies to enhance customer interactions and improve operational efficiency
  5. Establish and monitor key performance indicators (KPIs) to ensure service level agreements (SLAs) and customer satisfaction targets are met
Requirements:

  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
About MERJE:

MERJE is a leading recruitment agency specialising in contact centre and customer service roles. We work with a range of clients across various industries, providing expert recruitment solutions to help them achieve their business objectives.

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