Role Purpose

Based in Tamworth, responsible for both the Tamworth and Corby Contact Centres

This exciting opportunity has arisen through a review of our Customer Organisation. These posts will be responsible for leading and managing the operations in the above locations, each covering two Contact Centres. You will be a key member of the senior management team reporting to the Contact Centre Director, responsible for leading the delivery of outstanding sales and customer service results and ensuring the highest standards of issue resolution and operational excellence. You will do this through a team of operational managers and support roles and also be responsible for leading and motivating customer facing associates, instilling a performance culture where every sales and service opportunity is realised.
The core duties include management and leadership of processes for the continuous improvement of the customer experience, both service and sales. Tactical emphasis is on selling, customer care, quality management, resource planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, staffing utilisation, acceptable turnover, financial performance and customer satisfaction.
Your success will be measured by the organisation’s ability to provide high quality services while meeting Key Performance Indicators, (service levels, sales, costs, colleague engagement customer satisfaction), and your ability to lead a transformational journey in the centres to create a One Team culture across all of the different skill sets and teams improving performance. You will also be responsible for optimising resource levels and adaptation of new proven technologies to increase efficiency, and achievement of metrics, utilising the knowledge and skills of colleagues. The leader in this role will actively contribute to the overall company operational targets as well as the daily business decisions. Coordinate analytic, strategic and technical resources to meet expectations and ensure satisfaction
Knowledge, Skills & Competencies, you will have a:

• … minimum 5 years contact centre management leadership experience in a 100-200 seat site,
  experience of multi-site leadership is desirable
• … proven experience of leading and delivering large scale change within a contact centre
• … thorough understanding of contact centre technology, operating practices and latest industry
  developments
• … sound commercial acumen and previous experience of budget management
• … ability to work under pressure, using strong organisational and planning skills to manage multiple
  and changing priorities
• … strong team player focus, prioritising continuous improvement

These are new roles within these Centres and therefore a fantastic opportunity to make a significant contribution to the delivery provision within an exemplary and ambitious organisation.