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Head of Contact Centre Operations

2 months ago

Leicestershire, United Kingdom Macildowie Recruitment and Retention Full time
The Opportunity

Macildowie Recruitment and Retention is seeking a highly skilled and experienced professional to fill the role of Head of Contact Centre. This is a senior leadership position in a rapidly expanding organisation, responsible for managing the delivery of support services to customers across various contact channels.

The Role and Responsibilities
  • Lead and manage the delivery of all operations across the Client Support first and second line teams.
  • Drive performance and efficiency in a fast-paced and dynamic environment.
  • Create and implement relevant performance strategies to drive desired outputs.
  • Ensure delivery of a consistent and seamless customer experience.
  • Manage multiple team leader level direct reports.
  • Drive initiatives to continually improve service quality.
  • Ensure delivery of all qualitative and quantitative contact and service SLAs and KPIs.
  • Utilise systems (including contact management and telephony) to improve performance and enhance the customer experience.
  • Maintain strong and silo-free relationships with other departments.
  • Oversee regular resource planning and participate in recruitment activity.
  • Establish and implement training programmes to up-skill staff and increase the focus on the customer.
  • Actively promote core values, ethics, and culture.
  • Ensure the department fulfils its legal obligations and is compliant with Data Protection Act, The Pensions Regulator, and Financial Conduct Authority.
Requirements
  • Experience within a senior leadership role within a 100+ seat contact centre environment.
  • Proven track record in leading a highly motivated team.
  • Proven track record and success in leading teams within a customer-centric operation.
  • Contact centre/call centre expertise with hands-on day-to-day management experience.
  • Demonstrable knowledge of contact centre KPIs and SLAs.
  • Proven ability to improve service standards and customer experience evidenced by improvement in NPS and CSAT scores.
  • Highly organised and able to objectively prioritise own and others' work.
  • Ability to be self-directed and productive without supervision.
  • Ability and experience in the management and development of staff and team leaders.
  • Very strong written and verbal communication skills.
  • Adept at understanding, analysing, and utilising contact centre data and MI.
  • Experience with and knowledge of contact centre technologies.