Contact Centre Operations Lead
Northamptonshire

About the Role

We are working for a well-known, dynamic brand searching for a highly experienced Operational Lead to support the continued growth and development of their complex service operation.

With ultimate responsibility for the growing FTE the successful individual will be a highly experienced Contact Centre professional with a background of leading large and growing complex Contact Centres, preferably from within a regulated environment.

Developing and implementing a successful contact centre strategy the role will be responsible for setting the direction for and leading all activity to deliver exceptional results and world-class performance across Service and Complaints.

Accountable for:

  • Driving service performance, to deliver service targets in line with the overall vision and objectives of the business.
  • Define and deliver service objectives for all teams across the organisation
  • Responsible for implementing a world class service culture.
  • Proactively support the development of the contact centre strategy
  • Manage P&L within an agreed budget, driving improvements where possible.
  • Ensure the businesses customers are at the heart of any new model or strategy
  • Ensure that the team is highly motivated, and demonstrating the right behaviors

Essential Skills/Knowledge:

  • In depth previous experience (5 years +) of senior leadership and management of teams in a large contact centre environment, both inbound and outbound. Must be able to demonstrate that this has been successful.
  • A background in leading upwards of 150FTE
  • Substantial experience in personally delivering step change performance in a complex environment.
  • Demonstrates a proven track record of strong commercial and financial acumen to enable the production of business cases, management of large operational budgets and optimisation of core business process on a cross-functional basis.
  • Demonstrable strong commercial management skills in a P&L environment.
  • Experience of working within a fast paced environment where the only constant is change.

A superb role for a highly performing individual!

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