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** Location - this role is onsite in Bournemouth **
What we are looking:
- Proven experience in Contact Centre Operations Management or in a similar leadership role within a customer experience environment.
- Excellent leadership and people management skills, with the ability to motivate and develop
- a high-performing team.
- Strong understanding of contact centre operations, technologies, and best practices.
- Work with stakeholders to own and manage performance of all service queues.
- Create business insight form KPIs, and targets to measure business care/ service performance
- Lead on all projects to transform customer experience performance across a wide range of KPIs, CSAT & AHT.
- Customer-focused mindset, with a deep understanding of the importance of delivering exceptional customer experiences.
- Proven track record in meeting or exceeding care performance targets and driving continuous improvement.
- Strategic thinking and problem-solving abilities, with the capacity to identify and address complex operational challenges.
If you think that you could be a successful Head of Operations please apply now.
