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Head of Contact Centre Operations

Prestigious Peterborough based company is looking to appoint a strategically focused Head of Customer Services Operations. They will take responsibility for developing and delivering an integrated service with all other areas of the business; identify opportunities in conjunction with the sales team and turn proposals for new services into operational practice. The Head of Operations will act as a leader and inspiration to others!

The Duties:
• To manage all operational resources to maximise growth, efficiency and profit
• To manage and control the operational budget, balancing competing stakeholder pressures.
• Development of individual operational areas to ensure a smooth running single operational unit.
• Identify opportunities to streamline processes and structures across all operational areas in order to meet and exceed SLA’s/targets.
• To be a role model for operational line managers in people management and development.
• To be a quality champion and drive a culture of high performance.
• To lead operational projects to deliver solutions to implement new business streams.
• To analyse operational MI and other data to identify strengths, weaknesses, opportunities and threats to the business; identifying appropriate strategies to minimise risk.
• To be an ambassador for and driver of change across operational areas

The Person:

• Experienced in strategic level contact centre (+100 seats) management, involving both sales and service delivery and a diverse range of business units.
• Demonstrates previous experience of successfully managing change within an operational environment.
• Excellent and demonstrable track record of managing and developing a large team of operational first line managers.
• Significant experience in implementing new business solutions to tight deadlines within a contact centre operation.
• Demonstrable knowledge of contact centre technology and working practices.
• Skilled and qualified in project management.
• Proven track record of high personal achievement against demanding business objectives.
• Excellent commercial awareness and understanding.
• Ability to analyse and interpret complex operational data.

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