Head of Contact Centre

3 weeks ago

Northampton, United Kingdom Novacroft Full time

**The Role**

Reporting to the Chief Operating Officer, you will be responsible for leading contact centre customer experience excellence, deploying digital products and services, team engagement, driving operational quality and ensuring adherence to KPIs and client SLA’s. You’ll be confident at delivering our clients the highest levels of customer service.

You will manage a team of Contact Centre Managers and Resource Planners with overall responsibility for circa 240 - 300 FTE.

This role requires a people focused leader, strategic thinker, a problem solver, and an effective communicator who can collaborate with cross-functional teams.

**Responsibilities**:

- Develop and implement a contact centre strategy that aligns with the business objectives and delivers an outstanding customer experience.
- Provide leadership and team engagement for the Contact Centre as a whole and development/coaching to the Contact Centre Managers and Resource Planners ensuring they are equipped with the necessary resources, tools and training to deliver high-quality customer service. Actively engage with the team to promote #growwithnovacroft, ensuring the continued development and career progression of the Contact Centre team.
- Develop and implement effective demand forecasting and resource planning strategies to ensure optimal staffing levels and workforce efficiency.
- Embed a performance culture, framework and review process to provide a consistent approach to achieving service levels, KPIs and targets. Develop and monitor key performance indicators (KPIs) for the contact centre operations and use data to drive continuous improvement initiatives.
- Provide regular and ad-hoc reports to senior management and clients on the performance of the contact centre operations, including KPIs, customer satisfaction, and employee engagement metrics.
- Drive performance and efficiency through achieving and exceeding agreed key performance indicators goals for the Contact Centre, managing utilisation and productivity to drive revenue.
- Maintain and promote teamwork and recognise individual achievement to create a highly engaged team.
- Drive continuous improvement through data insights.
- Carry out regular 121s, appraisals and team meetings, developing a high-performing, people-first culture. Setting clear expectations and providing coaching and support to enable your team to be successful in achieving business goals and objectives.
- Ensure effective and consistent communication throughout the team. Creating a feedback mechanism to provide insights to enable customer and employee experience enhancements.
- Work closely with the Sales and Account Management teams to ensure that client needs are met, and customer satisfaction is maximised.
- Ensure the successful onboarding of new business in the Contact Centre to meet contractual obligations.
- Support the Business Growth team by designing and proposing Contact Centre Services and Solutions for Bids and Proposals.
- Lead the implementation of the CX Transformation Roadmap and the introduction of Omnichannel solutions in the Contact Centre.
- Develop and maintain strong relationships with clients, acting as the main point of contact for any service-related issues.
- Identify areas for improvement within the contact centre operations and develop and implement effective strategies to address these.
- Ensure the team are aware of the operational policies and procedures that relate to their role and these are adhered to and updated as required.
- Work closely with the Governance team to address non-conformance and implement corrective actions within agreed timeframes.
- Attend monthly risk reviews, ensuring all open risks assigned to the Contact Centre are mitigated within agreed target dates.
- Work closely with the HR team to ensure effective recruitment, training and retention of contact centre team members.
- Develop and manage the contact centre budget, ensuring that all costs are managed effectively.
- Ensure compliance with all relevant legislation and industry standards.

**Skills & Experience**:

- Proven experience in a similar senior management role within a contact centre environment, ideally within the BPO sector.
- Strong people management/team engagement skills, with a proven ability to motivate and develop teams.
- Strong analytical and problem-solving skills, with experience of driving process improvement initiatives.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, stakeholders, and staff at all levels.
- Experience of managing budgets and working to financial targets.
- Excellent project management skills, with the ability to manage multiple projects simultaneously.
- Knowledge of ISO 9001:2015, ISO 27001:2013, ISO 14001:2015, GDPR & PCI DSS
- Ability to work well under pressure and to tight deadlines.
- PC Literate - with experience of using Word & Excel
- Bachelor's degree or equivalent.

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