Build and manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
- Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
- Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
- Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
- Responsible for the recruitment, training, induction and coaching strategy across the contact centers
- Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues.
- Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation.
- Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
- Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
