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Head of Contact Centre
About the Role
Our client, one of the leaders in their field have the requirement for a passionate and energetic experienced Head of Contact Centre to join their progressive, highly successful organisation.
*We can only consider those people who presently lead a large contact centre operation, preferably with a background in Financial Services*
We are seeking an Operations professional who thrives on leading fast paced, people centric operations in a very hands on manner.
With a P&L responsibility for a large Financial Services Contact Centre operation the successful candidate will immerse themselves into the operation to gain real hands on and detailed knowledge of all of the operational leavers in this fast paced business.
The Head of Operations will have full responsibility for the performance and management of the contact centre operation.
- To operationally lead the Contact Centre operation
- To be part of the senior executive board, providing strategic input to the professional management of the operation
- Achieve key service delivery targets in quality, customer satisfaction and KPI’s
- Support project and product development for the business as appropriate and required.
- Lead all support functions to ensure the centre runs efficiently (recruitment, training, resource planning etc) with a focus on employee engagement and the reduction in attrition.
- Responsibility for revenue, profit and quality of service targets agreed with the business
- Work with the Senior Management Team to agree continual improvements in delivery and also identify customer opportunities
Experience you’ll need:
- Extensive experience as a Head of Contact Centre operations.
- Financial Services experience
- Demonstrable experience of developing strategy and business plans.
- Demonstrable experience of budget and profit & loss responsibility.
- Strong leadership skills are essential
This is a tremendous post for a passionate Operational professional to join in a period of rapid change and growth.