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Regional Contact Centre Director
About the Role
Are you a Senior level Contact Centre BPO leader with a background of leading multiple contact centre operations? Would you be interested in relocating to Morocco – did you know it’s 60% cheaper to live in Morocco than London!
For this role you need to have a background in large scale, multi-site BPO / Outsourced Contact Centre operations as your role will be strategically lead these operations to deliver the highest quality of service to the end clients while retaining revenue targets.
You will lead and coach a senior team across multiple sites and with multiple lines of business and you’ll need to be highly adaptable to change and have the ability to recognise what actions are required short and long term.
You’ll be highly financially astute being used to delivering on P&L and EBITDA and will be well versed in cost control and reporting in financial health and margin achievement of contacts.
Leading 3 sites you will be ultimately responsible for (what will be) 800 FTE across 3 sites providing outsourced Customer Service and support and your key areas of responsibility will be:
- Reporting of financial health, cost management, performance and business plan progress
- Working closely with other in Country Directors and the global delivery team you will own and deliver against client commercial and operational budgets, ensuring the continued financial viability of operational units through sound management and judgement
- Mentoring and inspirational leadership of your 3 x Heads of Site who will in turn provide exceptional to the on site operational leadership team.
- Lead the Operational, Training & Quality teams in the creation, communication and implementation of the operational strategy ensuring synergies wherever possible
- Assist in the development and maintenance of client relationships and business development between key business partners both within and external to the company.
This is a very Senior post in a large, complex Outsourcing operation and as such required the highest calibre of individual.