Head of Contact Centre
Added 19th May 2023
We are searching for a Head of Contact Centre to be responsible for leading and ensuring customer experience excellence within the contact center. This includes deploying digital products and services, fostering team engagement, driving operational quality, and ensuring adherence to Key Performance Indicators (KPIs) and client Service Level Agreements (SLAs)
Develop and implement a contact center strategy that aligns with the business objectives and delivers an outstanding customer experience
Collaborate with cross-functional teams to ensure seamless customer interactions and consistent service delivery
Provide leadership and foster team engagement within the contact center
Coach and develop Contact Centre Managers and Resource Planners, equipping them with the necessary resources, tools, and training for delivering high-quality customer service
Develop and implement effective demand forecasting and resource planning strategies to optimize staffing levels and workforce efficiency
Embed a performance culture, framework, and review process to achieve consistent service levels, KPIs, and targets
Develop and monitor Key Performance Indicators (KPIs) for contact center operations and utilize data to drive continuous improvement initiatives
Provide regular and ad-hoc reports to senior management and clients on the performance of contact center operations, including KPIs, customer satisfaction, and employee engagement metrics
Conduct regular one-on-one meetings, appraisals, and team meetings to develop a high-performing, people-first culture
Proven experience in a similar senior management role within a contact centre environment
Strong people management/team engagement skills, with a proven ability to motivate and develop teams
Experience of managing budgets and working to financial targets
Excellent project management skills, with the ability to manage multiple projects simultaneously
Proficient in the use of relevant software applications, including contact centre and workforce management systems
Knowledge of ISO 9001:2015, ISO 27001:2013, ISO 14001:2015, GDPR and PCI DSS
Up to £70,000 pa.
More roles that might suit you
Up to £30,000 pa.
West Midlands Hybrid
Up to £35,000 pa.
Up to £42,500 pa.