Head of Contact Centre and Support Operations
- Bristol, South West
- Posted 3rd October 2017
- £80000 - £100000 per Annum + Competitive Benefits, Bonus & Car
- Ref: 602687
This is an exciting brand-new role created through an organisation restructure, to support the continued growth and merger of contact centre and support functions. It is a fantastic opportunity for a visionary and commercially aware head of, to shape an operation as it looks to be a flagship centre for the business.
Reporting to Customer Service Director, this role carries the responsibility for delivering continuous improvement and optimisation of people, systems and processes while ensuring market leading levels of customer service delivery.
Your natural style will be engaging, proactive, and innovative to ensure you can get the best from your leadership team. You will be a very effective stakeholder manager, and will ensure you clear and collaborative communication style is evident across with whole business with the expectation you will become involved in several cross functional programmes.
Specific responsibilities will include: -
*Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the Company's operations.
*Development of effective processes and management of the contact centre and support functions to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through promotional programs and improved employee product knowledge and training - coaching and developing is key.
*Implementation of improved processes and management methods to generate higher productivity, workflow optimisation, and ROI.
*Drive profitable, sustainable and reliable operational delivery and ensure that the performance of these functions is efficient, effective and delivered to budget
*Work closely with other key stakeholders (Marketing, Finance and Digital Platform teams) on integration and harmonisation of existing systems to deliver operational excellence and good customer service
Ideally you will have experience of working within a fast-paced environment (e.g. SME) where an all-hands-on approach to solving issues is applied.
In prior roles, you will have also supported complex change across the business to ensure service improvements can be made and process improvements delivered effectively in a highly competitive market.
Artis Customer Contact is a premier specialist resourcing consultancy focused solely on the supply of senior Contact Centre, Customer Service and Customer Experience professionals.
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