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Head of Contact Centre
3 months ago
- Enjoy hybrid working
About Our Client:
Our client is a prominent retail company with a strong presence in the United Kingdom. They are known for their high-quality products, excellent customer service, and commitment to providing an exceptional shopping experience.
As the Head of Contact Centre, you will be joining a forward-thinking organisation that values innovation and strives for excellence.
The head of contact centre will:
- Develop and execute the call centre strategy, aligning it with the overall business objectives to deliver exceptional customer experiences.
- Lead and motivate a team of call centre managers and agents, providing coaching, training, and ongoing performance feedback.
- Monitor call centre performance, analyse data and metrics to identify areas for improvement and implement strategies to enhance customer satisfaction and operational efficiency.
- Collaborate with crossfunctional teams to address customer issues, ensure seamless communication, and drive process improvements.
- Establish and maintain call centre standards, procedures, and performance goals.
- Stay updated with industry trends, best practices, and emerging technologies to implement innovative solutions that optimise call centre operations.
- Conduct regular performance evaluations, implement performance improvement plans, and drive employee engagement initiatives.
The Successful Applicant:
The successful head of contact centre will have
- A proven track record in successfully managing call centre operations, preferably within the retail sector.
- They will possess exceptional leadership and communication skills, with the ability to inspire and develop highperforming teams.
- They will be datadriven, analytical, and adept at making informed decisions to optimise operational efficiency and enhance customer satisfaction.
What's on Offer:
The head of contact centre will enjoy:
- Competitive salary of up to £65,000 per annum.
- Opportunity to lead and shape the call centre operations of a wellestablished and respected retail company.
- Collaborative and inclusive work environment that encourages innovation and professional growth.
- Additional benefits such as health insurance, pension scheme, and employee discounts.
