Head of Contact Centre Operations

  • Permanent
  • Bristol, South West
  • Posted 28th November 2019
  • £62000 - £720000 per Annum + Competitive Bonus & Bens
  • Ref: 1201692
The new post holder will provide leadership, direction and real time management to Customer Contact Operation in order deliver sales and service excellence, contractual service level agreements and operational metrics.

Through 5 Direct reports managing a large operation you will be responsible for leading, developing and improving performance through a team of People Managers

Your natural style will be engaging, proactive, and innovative to ensure you are able to get the best from your teams. You will be a very effective stakeholder manager, and will ensure you clear and collaborative communication style is evident across with whole business with the expectation you will become involved in a number of cross functional programmes.

Specific responsibilities will include:-
*To actively contribute to the development and growth of the retail multi channel strategy based upon a deep understanding of customer behaviour.
*To carry responsibility for delivering on SLA's / KPI's in line with corporate objectives.
To provide visible and clear leadership to contact centre operations, promoting a culture of high performance and customer focus with an environment of "change".
*To provide a robust training and coaching regime designed to maximise individual performance.
*To work closely with other members of the senior management ensuring contact strategy is aligned with business objectives.

Essentially you will consider yourself

*An experienced Head of or senior operational leader who enjoys delivering operational excellence through others
*A self-motivated leader with the ability to inspire others to maximise their potential
*Passionate about quality and service delivery
*To be an operational and change management expert
*A strong leader who has the ability to lead, coach and develop people to ensure an increase in individual performance
*To have a good understanding of process improvement that can improve service, quality and efficiency
*To have a flair for innovation.
*To be resilient and calm in high pressure situations.
*An expert at analysing and interpreting performance data

In prior roles you will have also supported complex change across all contact centre channels to ensure sales and service improvements can be made and process improvements delivered effectively in a highly competitive market.

Supporting your soft skills will be strong functional knowledge and experience of Contact Centre operations in terms of both people management and support functionality (real time analytics, wfm and training)

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