Head of Contact Centre (Retail)
Central London

About the Role

We are looking for an experienced Head of Contact Centre (Retail Industry) for a fantastic, rapid paced, exciting business based in Central London.

Reporting to the Customers Services Director you will be responsible for overseeing multi - channel Operations for my clients Customer Services Centre, including hiring, training and managing employees in a very customer centric focused business.

*** HYBRID WORKING: This role is based in Central London, you need to be in the UK presently to be considered and it will be a hybrid role, some time onsite, some time from home ***

With a background of large contact centre leadership and through the effective leadership of a large team of managers, the successful individual will have the following responsibilities:

Operational Excellence:

  • Responsible for maintaining an outstanding customer service experience for our European customers, and finding ways to retain and build on our customer base.
  • Inspire, motivate & lead your managers and their teams to deliver an excellent experience.
  • Support & Challenge the evolving way of thinking, based on experience, to drive performance.
  • Drive continuous improvement across all services and processes to ensure efficiency.
  • Ensure all KPIs and SLAs are met across all our channels, Phone, Email, Chat & Bot.
  • Ensure both internal and external reporting is accurate and presented on time at all times – including Top Contact Drivers, CSat/Dsat, ASA, AHT, etc.  
  • Minimize escalations by ensuring necessary training is provided to all Managers and Agents to be able to handle any concerns raised by our Customers quickly and accurately.

Key skills & experience:

  • Have at least 3-5 years’ experience in managing or supervising Customer Services Operations in a contact centre based environment (60-100 FTE). 
  • Proven track record of maintaining high levels of customer satisfaction in a fast-paced industry.
  • Leading a large operations within the retail industry (Contact Centre)
  • Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
  • Knowledge of progress monitoring and reporting

If you are a Senior Leader in a large Contact Centre operation and want to join a progressive retail organisation, this could be the role for you.

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