Head of Contact Centre Operations
About the Role
We have been engaged by a leading, instantly recognisable brand to source an exceptional Head of Contact Centre Operations for their multi-site, inhouse and outsourced operation.
** This role can be based anywhere in mainland UK **
Along with strategically leading the inhouse contact centre operations, the role holder will be responsible for leading transformational change across both inhouse and outsourced operations ensuring a better, more joined up, smoother journey for their customers enhancing the customer experience.
The complex estate requires a highly experienced and regarded Contact Centre professional who has a background in leading multi-site, geographically diverse contact centre operations. The individual will be strategic in approach with an empowering leadership style and will be well versed in reporting and presenting to the board of a sizeable, complex business.
The role holder will have superb stakeholder management skills and will be hands on in approach coupled with extensive experience in leading operations who utilise every form of customer contact and engagement (voice, chat, bots etc).
We are looking for an engaging leader who has a clear understanding and appreciation of the value and impact social media has on brands and has a background of leading cutting edge consumer operations through periods of exciting change.
If you are a customer passionate professional, this could be the role for you in 2021.