Head of Contact Centre

2 weeks ago


West Midlands, United Kingdom Cactus Search Full time

Our client has an exciting opportunity to join there well-established business as a Head of Contact Centre. This role will support strategic direction of the business and key to enabling high performance achievement and growth opportunities within the market. This role will perform an integral part of the Senior Management Team. You will lead a large team and drive a culture of customer service excellence and continuous improvement

This role is based on a **Hybrid** working model with our client's site being in the West Midlands, you will need to be within a commutable distance

**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.
- Six Sigma qualification or experience with Six Sigma methodology
- Strong organisational and time management skills and with ability to work under pressure, prioritise a demanding workload and manage operational KPI’s and SLA’s
- 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.
- Excellent analytical and problem-solving skills with demonstrated proficiency in using data to optimise schedules and workflows.
- Demonstrated leadership abilities with experience in coaching, mentoring, and building high-performing teams.


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