Head of Contact Centre

THE OPPORTUNITY: My client is currently looking to recruit for a Head of Contact Centre based in Leicestershire; this is a senior role in a rapidly expanding organisation. The Head of Contact Centre will manage the delivery of the support services we provide to customers across a range of contact channels including voice, e-mail and web-chat. The successful candidate will be adept in managing all aspects of a Contact Centre operation and will be responsible for, but not limited to.THE ROLE & YOUR RESPONSIBILITIES: Leading and managing the delivery of all operations across the Client Support first and second line teamsDriving performance and efficiency in a fast paced and dynamic environmentCreating and implementing relevant performance strategies to drive desired outputsEnsuring delivery of a consistent and seamless customer experienceManaging multiple team leader level direct reportsDriving initiatives to continually improve service qualityEnsuring delivery of all qualitative and quantitative contact and service SLAs and KPIsUtilising systems (including contact management and telephony) to improve performance and enhance the customer experienceMaintaining strong and silo free relationships with other departmentsOverseeing regular resource planning and participating in recruitment activityEstablishing and implementing training programmes to up-skill our staff and increase the focus on the customerActively promoting our core values, ethics and cultureEnsuring the department fulfils its legal obligations and is compliant to Data Protection Act, The Pensions Regulator and Financial Conduct AuthorityPromoting a culture of continuous improvement and behaviours to create an empowered, positive and engaged workforce who put the customer at the heart of everything they doEXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:Experience within a senior leadership role within a 100+ seat contact centre environmentYou will come from a customer centric industry and have a proven track record in leading a highly motivated teamProven track record and success in leading teams within a customer centric operationYou will be a contact centre/call centre expert with hands on day to day management experienceDemonstrable knowledge of contact centre KPIs and SLAsProven ability to improve service standards and customer experience evidenced by improvement in NPS and CSAT scoresHighly organised and able to objectively prioritise own and others workAbility to be self-directed and productive without supervisionAbility and experience in the management and development of staff and team leadersVery strong written and verbal communication skillsAdept at understanding, analysing and utilising contact centre data and MIExperience with and knowledge of contact centre technologies

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