Head of Contact Centre

THE OPPORTUNITY:

My client is currently looking to recruit for a Head of Contact Centre based in Leicestershire; this is a senior role in a rapidly expanding organisation.
The Head of Contact Centre will manage the delivery of the support services we provide to customers across a range of contact channels including voice, e-mail and web-chat.
The successful candidate will be adept in managing all aspects of a Contact Centre operation and will be responsible for, but not limited to.

THE ROLE & YOUR RESPONSIBILITIES:

Leading and managing the delivery of all operations across the Client Support first and second line teams

Driving performance and efficiency in a fast paced and dynamic environment

Creating and implementing relevant performance strategies to drive desired outputs

Ensuring delivery of a consistent and seamless customer experience

Managing multiple team leader level direct reports

Driving initiatives to continually improve service quality

Ensuring delivery of all qualitative and quantitative contact and service SLAs and KPIs

Utilising systems (including contact management and telephony) to improve performance and enhance the customer experience

Maintaining strong and silo free relationships with other departments

Overseeing regular resource planning and participating in recruitment activity

Establishing and implementing training programmes to up-skill our staff and increase the focus on the customer

Actively promoting our core values, ethics and culture

Ensuring the department fulfils its legal obligations and is compliant to Data Protection Act, The Pensions Regulator and Financial Conduct Authority

Promoting a culture of continuous improvement and behaviours to create an empowered, positive and engaged workforce who put the customer at the heart of everything they do

EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:

Experience within a senior leadership role within a 100+ seat contact centre environment
You will come from a customer centric industry and have a proven track record in leading a highly motivated team
Proven track record and success in leading teams within a customer centric operation
You will be a contact centre/call centre expert with hands on day to day management experience
Demonstrable knowledge of contact centre KPIs and SLAs
Proven ability to improve service standards and customer experience evidenced by improvement in NPS and CSAT scores
Highly organised and able to objectively prioritise own and others work
Ability to be self-directed and productive without supervision
Ability and experience in the management and development of staff and team leaders
Very strong written and verbal communication skills
Adept at understanding, analysing and utilising contact centre data and MI
Experience with and knowledge of contact centre technologies

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