Contact Centre Director
Our client, a leading financial services organisation is seeking an experienced Contact Centre Director to join their team on a permanent basis. This is a new job role in which you will be responsible for the operational design and management of the contact centre, ensuring excellent customer service across the business in-line with the organisation's key objectives.
Working alongside the HR Business Partner, you will ensure consistent service levels are maintained, identifying service delivery improvements based on customer feedback, and support the business in delivering new products, changes or initiatives.
Further to this you will provide strong leadership, developing the performance of your direct reports and wider team. You will be accountable for managing Contact Centre processes, monitoring key risks and identifying common trends.
The ideal candidate will have a minimum of two years experience within a similar role, possess proven strategic leadership skills and project management skills. You will also have excellent stakeholder management skills, and a strong awareness of Conduct Risk.
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