Head Of Global Contact Centre

Recruiter
Square One Resources
Location
London
Salary
1000.00 GBP Daily
Posted
20 Jan 2022
Closes
23 Jan 2022
Position/Level
Professional / Specialist
Responsibilities
Customer Service
Contract Type
Contract / Interim
Language
English

Job Title: Head Of Global Contact Centre
Location: Milton Keynes/Remote
Salary/Rate: GBP1000 per day Inside IR35
Start Date: 14/02/2022
Job Type: Contract

Company Introduction

We have an exciting opportunity now available with one of our sector-leading consultancy clients! They are currently looking for an experienced Head Of Global Contact Centre to join their team for a six-month contract.

Job Responsibilities/Objectives

The leader will drive operational execution of our Contact Center vision, which includes:

  1. Deliver excellent service for all channels (voice, chat, email, SMS, self-service, and AI) while flexing operational resources to meet regional and global volume demands
  2. Help to lead and support a high performing, diverse and agile organisation helping each member to achieve their potential.
  3. Promote a customer-centric focus, innovation, and passion for serving
  4. Respond to the voice of customers and representative of the people insights and analytics to enable impactful changes that improve the working day of employees and increase client satisfaction
  5. The focus is absolutely on delivering against service level expectations, with a Laser focus on KPIs, monitoring and maintaining operational performance is the primary goal
  6. With a sound understanding of what drives performance, prepare and support leadership deliver precise and timely communications to clients

Required Skills/Experience

The ideal candidate will have the following:

  1. Progressive solid experience leading a contact centre operation providing customer service and/or technical service desk support
  2. Experience managing geographically and virtually based teams with global experience is a plus
  3. Experience delivering demonstrable results, improving the quality and efficacy of contact centre operations
  4. Experience in contact centre operations within an internal shared services organisation

Contact Information

If you are interested in this opportunity, please apply now with your updated CV in word/PDF format.

Disclaimer
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.