Head of Contact Centre Operations

2 months ago

Birmingham, United Kingdom Tirebuck Recruitment Full time

**Job Title: Head of Contact Centre Operations**

**Contract: Permanent, Full time**

**Salary: £55,000 - £60,000 per annum, plus excellent benefits to include 25 days holiday plus bank holidays, company pension scheme and many more favourable employee benefits.**

**Location: Birmingham**

**Description -**

Our client has an exciting opportunity to join there well-established business as a Head of Contact Centre Operations. This role is a new position to support with strategic direction of the business and key to enabling high performance achievement and growthopportunities within the market. This role will perform an integral part of the Senior Management Team.

**Key Duties**:

- Manage and support all 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.
- Ensure standardisation of processes and practices across departments and business.
- Work closely with Head of Quality to ensure data requests for quality schedules and investigations are prepared, submitted, and closed with learning outcomes embedded into operational processes in a timely manner.
- Drive improvement in the business to ensure best practice within operational functions.
- Ensure continuous improvement culture, including identifying and leading efficiency initiatives whilst maintaining robust financial/quality controls and procedures.
- Lead and support all direct reports to ensure delivery of services within agreed targets and business policies.
- Overseeing management of the team and the workload as and when required.
- Effective leader that inspires and motivates high performing teams.
- Work closely with Head of HR and Learning, to ensure correct resource and training levels to deliver targets.
- Support and delivery of managing employee relations issues effectively and efficiently.
- Prepare reports for the Board as needed.
- Ensure all direct or indirect reports adhere to policies and procedures and relevant external legislation.
- Actively engage with other Senior Management to enable effective problem-solving outcomes and continuous improvement.

**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.
- Strong communicator with passion for patient centred care
- Exposure to business profit and loss/management accounts, with ability to analyse and identify improvements and efficiencies.
- Operational Management experience within healthcare environment is desirable.
- A professional qualification accredited by Chartered Management Institute desirable.

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