Head of Performance, Delivery and Diversity

3 weeks ago

Kingston upon Thames Greater London, United Kingdom Foundever Full time

Are you an experienced Contact Centre Senior Operations Manager?
We are looking for an exceptional Leader to undertake the role of Head of Site Delivery at our location in Kingston-upon-Thames .
At Foundever, you will find our contact centre jobs surprising. Here, you can improve your quality of life and grow your career. The Head of Site Delivery is responsible for the successful operation, strategic direction and financial contribution of our Kingston site, managing both human and material resources.
You will be location centric, as opposed to client centric, and the focus is the management of the site/hub operations.
As the Head of Site Delivery you will be responsible for the growth and successful operation, direction and financial contribution of multiple clients, managing both human and material resources.
Financial Performance
P&L management
Demonstrate sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management.
Own the relationship with the client (in the absence of an AM) or partner with the assigned AMs to grow the accounts.
Ensure a process is in place to consistently deliver solutions to our clients on a proactive basis, to enhance the quality and decrease the cost of service delivery.
Identify possible business opportunities for growth within the current business
Review and implement actions related to client satisfaction surveys to ensure a process of continuous improvement.
support the broader business line and corporate units to achieve goals.
Operational Performance
Review performance for each LOB and provide support and accountability at each level.
Drive KPI performance.
engagement and performance.
Create a high performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verify performance against operational and financial metrics and manage underperformance through improvement plans.
Be responsible and accountable for the proactive implementation and ongoing operational adherence to the Sitel and client contractual security policy requirements and legal compliance to all appropriate legislation.
Ensure that all Foundever contract and permanent staff fully comply with the security policies and requirements, as it may impact revenue.
Leadership and Management
Promote a walking management philosophy
Development of the leadership team via succession planning and leadership development.
Promote coaching and development of associates through processes such as the continuous performance management (CPM).
Monitor and address employee satisfaction issues through the use of surveys such as Sit & Tell and implement action plans.
It is essential that you are an exceptional leader and that you have passion for management and customer excellence in order to create an environment for success with the ability to delegate and drive performance through your Operations Managers.
You will be a self-assured competent manager with experience in driving KPI performance, client management, understanding financial budgets, forecasts, pricing models and bill to pay. Minimum of 5 years' experience in a Contact Centre Management role.
Financial: Proven ability to action commercial decisions affecting P&L and create budgets/forecasts whilst tracks financial performance against plan.
Employee Perfomance: Performance Management skills.
Demonstrated knowledge of industry & general business management.
Contract Duration: Permanent
We value our diversity and we're committed to making Foundever a truly inclusive place to work. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.
The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.
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