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Head of Contact Centre Operations

  • Location: Accrington
  • Salary: £100,000 per year
  • Job Type:Permanent

Posted 18 days ago

  • Sector: Customer Contact
  • Contact: Barry McDonald
  • Expiry Date: 17 October 2022
  • Job Ref: BM/19572

​Leading, promoting and driving the contact centre/s performance, translating the strategic direction into meaningful business objectives and customer service expectations

• Setting, leading and managing operational plans and targets across contact centres, ensuring that SLAs, TCF principles and customer experience are delivered

• Leading, managing and monitoring resourcing levels to deliver the plans effectively

• Ensuring effective short and medium-term workforce planning is in place and delivered

• Managing and monitoring the key performance indicators for the contact centres, ensuring that corrective actions are in place to bridge any performance gaps

• Setting and leading clear performance priorities and focus to meet the changing demands of the business and the customer

Continually reviewing, updating and maintaining the contact centre plans, ensuring proactive and full communication and engagement with the teams of any changes in focus and/or priorities

• This role has been identified as responsible for a ‘significant management function’ according to the FCA handbook and experience of working within the FCA’s certification regime under SM&CR is essential

• Extensive experience of successfully delivering in Financial Services and Contact centres at a senior level

• Experience of delivering vulnerable and arrears support in a regulated firm is essential

• Experience of directly leading & managing contact centres and outsourced 3rd party services

• Ability to deliver in a fast-paced and regulated environment

• Experience in effectively managing a range of tasks and priorities, simultaneously

• Proven track record in excellent facilitation, communication and engagement at multiple levels

• Ability to engage, challenge and influence stakeholders and suppliers

• Ability to build and lead teams at multiple levels

• Proven track record in leading the performance of others at a senior level

• Ability to influence, negotiate and constructively challenge to achieve productive solutions

• Confident and resilient

• Excellent communication, interpersonal skills and presence

Excellent root cause analysis, problem solving and troubleshooting skills