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Head of Contact Centre

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £70,000 - £90,000 DOE

  • Consultant:

    Avi George

  • Email:

    ageorge@merje.com

  • Job ref:

    AG/15902

  • Published:

    about 1 month ago

I am delighted to once again be working with one of the most niche and bespoke Travel Companies within my client list.  My client is now going through a period of evolution that has seen them now ready to take the right steps towards future proofing, evaluating and improving it’s business model and customer offering.
As a result, they have asked me to support their search for an industry experienced Head of Contact Centre.
Providing a tailored made service to arrange both B2C and B2B travel and Leisure packages my client has a large FTE that covers the global marketplace and is one of the most innovative brands within their sector. 
 
Key responsibilities include:
 
As the Head of Contact Centre you will take full ownership of 7 direct reports covering an FTE of c100.  Dealing exclusively in reactive warm sales you will be the driving force behind all the exciting elements that essentially make up an uplift in revenues.  Through Operational Leadership and evaluation, your remit will include but not be limited to:
 
• Full Metric Management
• Quality Assurance & Training
• P&L Management
• System Management
• Staff Engagement
• Process Improvement
• Sales targets and planning
 
To be successfully you must be able to demonstrate a background of similar achievement within either a Travel, Leisure or Hospitality sector and be able to articulate improvements in all the above areas.  It is also essential that your previous successes have been gained inside a sales capacity.  You will also be comfortable with large FTEs…..100+ would be the ideal.
 
This is a snapshot of a unique, rewarding and exciting role.  For full details please apply using your CV.
 
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.