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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)

Responsibilities

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

Essential Skills 

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