Head of Contact Centre Operations

4 days ago

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

Macildowie Recruitment and Retention is seeking a highly skilled and experienced Head of Contact Centre to lead our client's contact centre operations in Leicestershire. This is a senior role in a rapidly expanding organisation, and the successful candidate will be responsible for managing all aspects of the contact centre operation.

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 our core values and ethics

This is a fantastic opportunity for an experienced contact centre professional to join a dynamic and growing organisation and make a real impact on the customer experience.

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