Head of Csc Operations

2 weeks ago


Slough, United Kingdom Lanes Group Plc Full time

At Lanes Group nothing is more important than the health, safety and welfare of our people and our customers. It’s a major reason we are the UK’s largest independent specialist utility contractor, with a turnover in excess of £540 million, over 4,000 people and a countrywide network of branches.

The Head of CSC Operations serves customers by planning and implementing CSC strategies and operations; improving systems and processes whilst also managing staff.

**Responsibilities**:

- Determines Customer Solution Centre (CSC) operational strategies by conducting needs
assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying
and evaluating state-of-the-art technologies; defining user requirements; establishing
technical specifications, and production, productivity, quality, and customer-service
standards; contributing information and analysis to organisational strategic plans and
reviews.
- Develops CSC systems by developing customer interaction and voice response systems,
and voice networks; designing user interfaces; developing and executing user acceptance
test plans; planning and controlling implementations.
Maintains and improves CSC operations by monitoring system performance; identifying and
resolving problems; preparing and completing action plans; completing system audits and
analyses; managing system and process improvement and quality assurance programs;
installing upgrades.
- Accomplishes CSC human resource objectives by training, assigning, coaching, counselling,
and disciplining employees; administering scheduling systems; communicating job
expectations; planning, monitoring, appraising, and reviewing job contributions; planning and
reviewing compensation actions; enforcing policies and procedures.
- Meets CSC financial objectives by estimating requirements; preparing an annual budget;
scheduling expenditures; analysing variances; initiating corrective actions.
- Prepares CSC performance reports by collecting, analysing, and summarising data and trends.
- Maintains professional and technical knowledge by tracking emerging trends in CSC
operations management; attending educational workshops; reviewing professional
publications; establishing personal networks; benchmarking state-of-the-art practices;
participating in professional societies.
- Accomplishes organisational goals by accepting ownership for accomplishing new and
different requests; exploring opportunities to add value to job accomplishments.
Develop and maintain strong relationships with the client and stakeholders at all
levels.
- Act as 2nd and final escalation point OOHs on call on a rotation of 1 in 5 weeks.
- Be aware of BSI Policies and their responsibilities towards them

**_


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