Head of Call Centre

Employment Type:
Call Centre & Customer Service, Sales & Account Management, General Management
Hybrid-working available
Salary Description:
Competitive salary plus Bonus & Benefits
Start Date:
MBM Travel Executives
Job Ref:

๐ŸŒŸ Join an Award-Winning Travel Company as Head of Call Centre๐ŸŒŸ

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.


๐Ÿ—ฃ๏ธ 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.

๐Ÿ“ˆ Operational Excellence:

Implement and maintain call centre best practices.
Oversee call handling procedures, quality assurance, and workforce management.

๐ŸŒŸ Customer Satisfaction:

Monitor customer interactions and resolve escalated issues effectively.
Ensure a high level of service and customer satisfaction.

๐Ÿ“Š Performance Metrics:

Set and track KPIs to measure call centre performance.
Provide regular reports to senior management.

๐ŸŽ“ Training & Development:

Develop and oversee training programs to enhance staff skills and knowledge.

๐Ÿ’ป Technology & Systems:

Oversee the implementation and maintenance of call centre technology.
Collaborate with IT and other departments for seamless integration.

๐Ÿš€ Process Improvement:

Continuously evaluate and improve call centre processes, technologies, and workflows.

๐Ÿ  Hybrid Work Environment:

Collaborate with the team, working two days a week in London head office and remotely as needed.
๐Ÿ’ฐ Budget Management:

Manage the call centre budget, including resource allocation and cost control.
Analyse call centre data to identify trends and opportunities for growth.

๐Ÿ“‹ Compliance:

Ensure adherence to all relevant regulations, industry standards, and company policies.


โœ”๏ธ Proven experience in call centre management or a related role (5+ years).

โœ”๏ธ Strong leadership, communication, and interpersonal skills.

โœ”๏ธ Analytical and data-driven decision-making abilities.

โœ”๏ธ Hands-on experience with reservations and airline systems.

โœ”๏ธ Experience in the travel industry

โœ”๏ธ Familiarity with call centre software and CRM systems.

โœ”๏ธ 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! ๐Ÿš€

Contact Details:
MBM Travel Executives
Tel: 07958191955
Contact: Marie Moore

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