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Head of Contact Centre

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    c £70,000 pa

  • Consultant:

    #

  • Email:

    njohns@merje.com

  • Job ref:

    NJ/14895

  • Published:

    about 2 months ago

Our client is a credit card provider and due to impressive levels of growth, they now require a Head of Contact Centre to join their expanding operation. Reporting into the COO, you will be responsible for driving further growth through your team managers and creating a true customer centric business.

Some of the key responsibilities will include:

  • Lead your department to consistently achieve the business targets and be industry leading
  • Understand the commercial drivers required to operate a successful contact centre operation and make sure the department meets requirements;
  • Put in place an effective supervisory structure to sustain the day-to-day functioning of the department;
  • Drive first class performance from your team achieving KPIs and people development through effective leadership.
  • Set achievable but stretching targets and adopt effective coaching and leadership styles to drive the required performance regularly monitor and review performance to achieve business goals
  • Manage department resources as required to support customer demands

This role is an excellent opportunity for a manager who excels in supporting and continuously developing their team managers to achieve pre-agreed targets. The successful candidate will have a demonstrable track record.