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Head of Contact Centre - Hospitality & Leisure

CORECRUITMENT
Job LocationSunderland
EducationNot Mentioned
Salary50,000 - 60,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Job TitleHead of Contact CentreHospitality & LeisureSalary: £50,000 - £60,000 Location:SunderlandI am working with a fantastic hospitality and leisure business who are seeking an experienced leader to head up their contact/call centre in Sunderland. You will be expected to shape the future of the contact centre operation, committed to delivering a greatcustomer contact experience through a variety of customer contact channels. You will ensure that customers receive a friendly, professional and consistently high-quality service helping to resolve various queries and close sales enquiries.KEY RESPONSIBILTIES:

  • Manage the day-to-day performance of the contact centre operations to deliver a best-in-class service
  • Meet or exceed all KPIs whilst staying within budget
  • Set the strategy for the development of the contact centre, staying up to date with new practices and technologies
  • Analysing data and preparing details reports
  • Lead on recruitment, training, induction and coaching strategy
  • Ensure call monitoring is undertaken in line with campaign standard
  • Shape a leading customer proposition by enhancing the quality of customer interactions,
  • Management and implementation of any new campaigns or business change
EXPERIENCE:
  • Proven experience of leading a sales and service driven contact centre operation
  • Experience managing an operation through periods of growth or change
  • Excellent communication and leadership skills
  • The ability to engage with directors and managers at all levels
  • Experience managing multiple teams and large groups of people
  • Performance Management Skills (coaching, conducting an appraisal).
  • Understanding of systems used in multi-channel contact centres as well as being able to analyse and interpret data
  • Ability to drive performance across a large-scale operation
  • Strong financial understanding across cost management, budget setting, forecasting and reporting
Job TitleHead of Contact CentreHospitality & LeisureSalary: £50,000 - £60,000 Location:SunderlandIf you are keen to discuss the details further, please apply today or send your cv to Get social.http://https://COREcruitmentDOTcom/Tweet us @COREcruitment

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