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Head of Operations

2 months ago

Warwickshire, United Kingdom Cactus Search Full time

Our client has an exciting opportunity to join there well-established business as a Head of Contact Centre Operations. This role will support strategic direction of the business and key to enabling high performance achievement and growth opportunitieswithin the market. This role will perform an integral part of the Senior Management Team.
This role will require you to be on site 2-3 days a week and the rest working from home
**Key Duties**: - Manage and support operational teams to ensure achievement of business targets, financial controls, and quality level adherence.
- Maintain a high customer service culture within operations and achievement against internal and external key performance indicators.
- Drive improvement in the business to ensure best practice within operational functions.
- Lead a team of Operations Managers
- Ensure continuous improvement culture, including identifying and leading efficiency initiatives whilst maintaining robust financial/quality controls and procedures.
- Overseeing management of the team and the workload as and when required.
- Effective leader that inspires and motivates high performing teams.

**Key Skills/Experience Required**: - Proven working experience in the management of contact centres.
- Strong Forecasting ability using contact statistics.
- Proven track record of improving contact centre performance.
- Strong leadership skills and experience, proven past performance of mentoring and enhancing abilities and talents of direct reports.
- Operational Management experience within a BPO industry

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