🌟 Join an Award-Winning Travel Company as Head of Call Centre🌟
Are you a dynamic and experienced leader passionate about delivering exceptional SALES and customer service? We seek a Head of Call Centre to lead a team and ensure our clients' highest level of sales, service and satisfaction. The ideal candidate should have direct, hands-on experience managing and operating small call centres.
Role Overview:
As the Head of Call Centre, you'll manage and inspire a team of 15 dedicated staff members, both office and home-based. This hands-on role requires expertise in reservations and airline systems, contributing to the overall success of their business. Enjoy a unique hybrid work environment, with two days a week in Central London's head office.
Responsibilities:
🗣️ Leadership:
Manage, motivate, and inspire a team of 15 call centre staff.
Provide guidance, training, and mentorship to exceed performance targets.
Effectively manage staffing levels, schedules, and resources.
📈 Operational Excellence:
Implement and maintain call centre best practices.
Oversee call handling procedures, quality assurance, and workforce management.
🌟 Customer Satisfaction:
Monitor customer interactions and resolve escalated issues effectively.
Ensure a high level of service and customer satisfaction.
📊 Performance Metrics:
Set and track KPIs to measure call centre performance.
Provide regular reports to senior management.
🎓 Training & Development:
Develop and oversee training programs to enhance staff skills and knowledge.
💻 Technology & Systems:
Oversee the implementation and maintenance of call centre technology.
Collaborate with IT and other departments for seamless integration.
🚀 Process Improvement:
Continuously evaluate and improve call centre processes, technologies, and workflows.
🏠 Hybrid Work Environment:
Collaborate with the team, working two days a week in London head office and remotely as needed.
💰 Budget Management:
Manage the call centre budget, including resource allocation and cost control.
Analyse call centre data to identify trends and opportunities for growth.
📋 Compliance:
Ensure adherence to all relevant regulations, industry standards, and company policies.
Qualifications:
✔️ Proven experience in call centre management or a related role (5+ years).
✔️ Strong leadership, communication, and interpersonal skills.
✔️ Analytical and data-driven decision-making abilities.
✔️ Hands-on experience with reservations and airline systems.
✔️ Experience in the travel industry
✔️ Familiarity with call centre software and CRM systems.
✔️ Strong problem-solving skills.
If you're passionate about leading a sales team, delivering exceptional customer service, and making a difference in the travel industry, we'd love to hear from you! 🚀
