Head of Call Centre Operations
Our client is a purpose-driven, non-shareholder organisation that reinvest profits for the benefit of its customers. They wish to appoint a Head of Call Centre Operations who will deliver significant performance improvements and transform ways of working while ensuring the call centre meets its key objectives.
Reporting into the MD Customer Service, key accountabilities will include:
- Drive performance and operational excellence to deliver cost, service and collections KPIs
- Develop and deliver the overall contact centre strategy that supports short, medium and long term organisational objectives
- Work collaboratively to develop a first contact resolution focused service and culture that improves customer experience
- Lead, coach and inspire 3 direct reports (and total team of c160 people)
Of graduate calibre, you will have several years operational experience leading a sizable B2C contact centre with a demonstrable track record of implementing and embedding improved customer service levels and, simultaneously, delivering efficiency benefits. With strong leadership, change management and planning skills, you will be an excellent communicator who is comfortable influencing a wide array of key stakeholders. This senior management role will offer a high degree of autonomy and a genuine opportunity for further career progression in the organisation.