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Head of Contact Centre Operations
Salary: Competitive and based on experience
Location: Essex
Keywords: Contact Centre Leadership, Customer Services, Strategic Planning, Operational Efficiency, Quality Assurance, Financial Management
Our client is seeking a Head of Contact Centre Operations to lead their Customer Services Department. This role offers an exciting opportunity to develop, lead and deliver the customer services strategy, ensuring a consistent and outstanding experience across all customer channels. The successful candidate will be responsible for driving operational efficiency, optimising resources, and continually improving customer Services. They will also govern the quality of customer interactions and manage the financial resources of the department.
What you'll do:
As the Head of Contact Centre Operations, you will play a pivotal role in shaping the future of customer experience standards. You will be responsible for developing and implementing strategic plans that align with the organisation's vision and objectives. Your role will involve overseeing the optimisation of performance, processes, and planning to manage peak periods effectively. You will lead an effective resource planning team, ensuring full resource utilisation against forecast demand. Your commitment to continuous improvement will drive enhancements in customer outcomes.
- Develop, lead and implement strategic plans for customer services in alignment with organisational vision and objectives.
- Oversee the optimisation of performance, processes, and planning to manage peak periods and minimise cost per contact.
- Lead an effective resource planning team, ensuring full resource utilisation against forecast demand.
- Engage in real-time performance management to ensure adequate coverage during peak demand times.
- Identify and implement continuous improvement strategies to enhance customer outcomes.
- Utilise analytics and data-driven insights for performance optimisation and continual improvement.
What you bring:
The ideal candidate for the Head of Contact Centre Operations role brings a wealth of experience in contact centre leadership. You have a proven track record of delivering outstanding service to customers. Your strong leadership skills have been honed through managing customer service functions. You have experience managing multi-skilled and multi-channel contact centres. Your knowledge of the regulatory environment within customer service and contact centre environments ensures compliance at all levels. Your excellent written and verbal communication skills enable you to influence senior stakeholders effectively.
- Proven experience in contact centre leadership
- Experience delivering outstanding service to customers
- Strong leadership skills with a focus on customer service functions
- Experience managing multi-skilled and multi-channel contact centres
- Knowledge of regulatory environment within customer service and contact centre environments
- Excellent written and verbal communication skills
What sets this company apart:
Our client is renowned for its commitment to providing exceptional customer care. They are dedicated to fostering a culture that values collaboration, innovation, and continuous improvement. Their focus on developing strategic partnerships with key stakeholders drives a customer-first culture throughout the organisation.
What's next:
Ready to take the next step in your career? Apply now for this exciting opportunity!
Apply today by clicking on the link. We look forward to receiving your application!
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
