Head of Contact Centre

2 weeks ago

Merseyside, United Kingdom MERJE Ltd Full time

My client is looking for a Head of Contact Centre to be accountable for the service delivery of internal functions across telephony and digital channels and the supplier management of an outsourced team to ensure the agreed service standards are met anda culture of continuous improvement is embedded across all teams.

This role will engage with internal stakeholders, external suppliers and manage a 3rd party outsourced function in a critical role to deliver a consistent service to the end customer.

**Responsibilities**:

- Provide strong leadership in the delivery of service across in house functions across multiple channels with the ability to drive service improvements and develop a culture of continuous improvement.
- Accountable for planning and managing resources and workload to ensure service standards are maintained and SLAs achieved.
- Provide clear direction and support to the outsourced Repairs and Maintenance function ensuring Client requirements are met through a collaborative and robust engagement model.
- Work with internal stakeholders and external partners across the supply chain to build and deliver effective plans to move the service into the next phase of transformation.
- Work with existing Project Leads to implement ongoing technical and process changes to deliver improved capability and operational efficiencies.

**Skills & Experience**:

- Significant and proven experience as a senior manager working in a multi-channel environment in the Contact Centre / Customer Service space.
- Experience of managing outsourced function
- Measurable success in the delivery of operational and cost efficiencies in front line and back office service delivery
- Experience in the utilisation of digital tools to drive down customer contact and develop self-service options.
- Demonstrable achievement in improving the customer journey and converting analytics into improvement initiatives.
- Proven track record in delivering business change with strong leadership skills.
- Computer literate - Microsoft Word, Outlook, Excel and Project.
- If you would like this job advertisement in an alternative format, please contact MERJE directly._

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