Head of Operations (Collections)
North West England

About the Role

I'm currently looking for a Head of Contact Centre Operations to join a collections operation in the North West.

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

The role will include but is not limited to:

  • Motivate and inspire direct reports to lead collections 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.
  • Compliance management with FCA legislation's for Customers/Borrowers in Financial Difficulties, support where required.
  • Carry out performance management and disciplinary meetings where appropriate.
  • Effectively drive high performing inbound sales teams in a contact centre operation.
  • Analyse, interpret and report on all Collections & Customer Service operational performance.
  • Manage and improve internal quality and customer satisfaction performance measures - FCR & NPS.
  • Develop and implement calling and staffing plans including predictive dialler strategies (inbound & Outbound).
  • Liaise with key internal & external stakeholders & clients 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.
  • Experience managing 500+FTE in a contact centre collections environment 
  • Ideally inbound &/ OR outbound management experience
  • Strong people skills and the ability to get stuck into the challenges.
Please contact Matt@cactussearch.co.uk / 07753432891

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