Head of Operations (Contact Centre)
Northern Ireland

About the Role

Fantastic opportunity for someone who has proven experience as a Head of Operations - managing large Contact Centre Operations (in excess of 300+FTE) driving performance & delivering outstanding customer service to our clients & Customers.   

** Our client will only consider individuals who presently live in Northern Ireland **

This is a permanent vacancy and will require you to live full time in Northern Ireland: £75-85k + 20% Bonus + Bens.

  • You will have full P&L responsibility for the operations.
  • Design, build and deliver new business case, working across all teams to drive CEX initiatives from conception through to delivery
  • Develop and build an operational team who are passionate about continuous improvement
  • Lead the forecasting and planning of the business succession plan.
  • Deliver to business objectives and service level agreements
  • Take full control of the budgets
  • Take responsibility for the analysis and interpreting of all data and provide the best service

 Required Skills and Experience:

  • Extensive experience of managing large service teams in a contact centre environment
  • Excellent ability to develop and deliver exceptional customer service
  • Passion for driving coaching and development initiatives allowing people to reach their potential
  • Ideally proven experience in a B2C environment
  • Experience of leading through change and transformation would be advantageous
  • Good knowledge of the resource planning function

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