Head of Contact Centre Delivery
Leeds

About the Role

I'm currently looking for a Head of Contact Centre Delivery to join a fantastic, rapidly expanding Leeds based business on a FTC for up to 6-months

The candidate will need to have strong experience in Mentoring, Coaching and Developing a Contact Centre Operation. You will also need to be a real Leader of people! 

This position can be remote based but travel to the Leeds site at least once a week will be required.

The role will include but is not limited to:

• Motivate and inspire direct reports to lead their teams to success conducting regular coaching and mentoring session to ensure the highest level of performance.
• Lead and become a cultural advocate for initiatives to increase employee engagement.
• Work closely with HR on all aspects of people management including absence management and attrition.
• Carry out performance management and disciplinary meetings where appropriate.
• Effectively drive high performing teams Operations
• Analyse, interpret and report on all Customer Service operational performance areas.
• Manage and improve internal quality and customer satisfaction performance measures.
• Liaise with key internal stakeholders to mitigate against impact of issues outside of business as usual.
• Resolve and drive measures to reduce complex or contentious/complaint issues, acting as the escalation point your teams.