Head - Contact Centre

- 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 centres, 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 centre 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.

- Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.

- Required Skills: Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change.