Head of Operations - Robert Walters Uk : Job Details

Head of Contact Centre Operations

Salary: Competitive and based on experience

Location: Essex

Keywords: Contact Centre Leadership, Customer Services, Strategic Planning, Operational Efficiency, Quality Assurance, Financial Management

Our client is seeking a Head of Contact Centre Operations to lead their Customer Services Department. This role offers an exciting opportunity to develop, lead and deliver the customer services strategy, ensuring a consistent and outstanding experience across all customer channels. The successful candidate will be responsible for driving operational efficiency, optimising resources, and continually improving customer services. They will also govern the quality of customer interactions and manage the financial resources of the department.

What you'll do:

• Develop, lead and implement strategic plans for customer services in alignment with organisational vision and objectives.
• Oversee the optimisation of performance, processes, and planning to manage peak periods and minimise cost per contact.
• Lead an effective resource planning team, ensuring full resource utilisation against forecast demand.
• Engage in real-time performance management to ensure adequate coverage during peak demand times.
• Identify and implement continuous improvement strategies to enhance customer outcomes.
• Utilise analytics and data-driven insights for performance optimisation and continual improvement.

What you bring:

• Proven experience in contact centre leadership.
• Experience delivering outstanding service to customers.
• Strong leadership skills with a focus on customer service functions.
• Experience managing multi-skilled and multi-channel contact centres.
• Knowledge of regulatory environment within customer service and contact centre environments.
• Excellent written and verbal communication skills.

What sets this company apart:

Our client is renowned for its commitment to providing exceptional customer care. They are dedicated to fostering a culture that values collaboration, innovation, and continuous improvement. Their focus on developing strategic partnerships with key stakeholders drives a customer-first culture throughout the organisation.

What's next:

Ready to take the next step in your career? Apply now for this exciting opportunity!

Apply today by clicking on the link. We look forward to receiving your application!

About the job

Contract Type: Permanent

Specialism: Business Support

Focus: Customer Service

Industry: Call Centre and Customer Service

Workplace Type: On-site

Experience Level: Senior Management

Job Reference: Z7QW79-D3A0019B

Date posted: 15 January 2025

Consultant: Abdul Walid