Director of Contact Centres

Posted 4 weeks ago

Director of Contact Centres
Ref: 804100679
Salary: £85k + car + bonus + bens
Consultant: Guy Masters

About the Role

This is an interesting position leading an award winning multi-site Contact Centre operation. For this role we are seeking an individual who has either worked managing or negotiating the relationship and contractual requirement with a BPO, OR, someone who presently leads large BPO operations.

Leading a large and growing multi-site estate the successful candidate will have the following responsibilities:

Inspirational people leadership within a fast paced operation.
Management of change, including impact assessment, identification of contract and commercial considerations, engagement of key stakeholders, delivery plan and implementation
Act as Operational Readiness Lead on any large scale change or growth initiatives
Management of pilot ‘test & learn’ initiatives; from implementation to any consequent roll out.
Work with the Internal MI team to devise a suite of management information and utilise this to provide value-add insight to all stakeholders
Analyse and report on operational MI, identifying opportunities to leverage performance uplift, and formulating recommendations
Management and development of the Operations Support team

Knowledge / Skills / Experience:

Proven track record of delivery as a Senior Operations Specialist (or similar) within a volume Contact Centre environment
Strong understanding of operational KPIs, developed through undertaking a senior contact centre management role with responsibility for centre deliverables
Experience of managing contact centre change, from impact assessment through to post-delivery monitoring and review
Tenacious and commercially aware, with the ability to identify and interpret opportunities and threats for the commercial arrangement
Ability to communicate and influence at all levels with the gravitas to lead client interactions
Change orientated with sound project management skills

This is a terrific post for a highly gifted individual to join a growing operation.

Job Features

Job CategoryContact Centre Director

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