Operations Director

3 weeks ago

New Works, United Kingdom Cactus Search Full time

We are working with one of the leading organisations in their field to source an exceptional Contact Centre Operations Director to lead a number of growing operations across the UK.
- This role is a remote role covering Contact Centre operations across the Midlands and Northern UK- site visits will be required as and when. As a result we are looking for someone who lives in the Midlands or the North / Yorkshire, UK**:

- You will need to have strong experience in **Driving, Mentoring, Coaching and Developing** a large 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 Customer services teams to success conducting regular coaching and mentoring sessions 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.
- Carry out performance management and disciplinary meetings where appropriate.
- Analyse, interpret and report on all Customer Service operational performance.
- Manage and improve internal quality and customer satisfaction performance measures
- 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.

**Required**:

- 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 environment in a **FS or BPO setting**:

- Ideally inbound &/ OR outbound management experience
- Strong people skills and the ability to get stuck into the challenges.
- Able to visit sites as and when required in the Midlands and Northern part of the country

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