Home
Perth
Head of Operations - FTC - Confidential

Head of Operations - FTC - Confidential

CCA Recruitment Group

Posted a day ago, valid for a month

Perth, Perth and Kinross PH1 5AX, Scotland

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

The Head of Call Centre Operations role is a long-term fixed-term contract lasting approximately 18 months to 2 years.
The position is based in Perth and requires the individual to be onsite every day.
The salary for this role is up to £90K, along with a car and additional benefits.
Candidates should have significant experience in call centre operations, particularly in performance management and staff development.
The successful applicant will be expected to start by May 2025 and will oversee a team of approximately 90 full-time employees.

Head of Call Centre Operations

(Long term FTC) Approx 18 months to 2 years

Perth - Onsite every day

Up to. £90K + Car + benefits

CCA Recruitment are seeking an experienced Head of Call Centre Operations to transform and upskill an existing operation - embedding performance management, cultural alignments, NPS / QA frameworks whilst reacting to and driving channel shifts, process & technology.

This individual will have a real passion for developing and coaching staff to the best of their ability and create a truly customer centric high performing customer service unit.

Key to the success of this role will be building internal relationships as the site supports and acts as an internal shared service hub primarily supporting on customer service, complaints, and some technical / operational support. The site has a team of c 90FTE and your direct reports will include operational teams and Workforce Management.

This Head of Call Centre Operations Fixed term contract will last 18 months to 2 years.

This Head of Call Centre Operations role responsibilities will include:

Operations

WFM/IVR
QA & Complaints
Retention, Training & Development
Upskilling and coaching
Data & MI Reports
Driving NPS, CX & Employee Engagement
Relationship Management

This is an exciting opportunity for an experienced Head of Call Centre Operations who would be able to take up this position by May 2025.

Apply now in a few quick clicks