Role details

Site Director

Kilmarnock   •   £60,000 - £70,000   •  Permanent

Bullet points

  • Managing the day to day relationship between the client and operations
  • Operational Outsourced Call Centre experience from within Financial Services

About Our Client

  • Teleperformance UK offer a diverse range of contact centre solutions, consultancy and project work.
  • They operated on a global level with 270 centres across 62 countries.
  • In the UK they have a combined workforce of over 8000 people operating from 13 locations and a number of in-sourced sites across Scotland, England and Northern Ireland.
  • They add value to their client's service by delivering creative solutions to meet all of their contact centre needs, through the effective recruitment and development of their people, and operate some of the most innovative people management practices in the industry.
  • They are a People company and believe that their people are the secret to their success.

Job Description

  • As Site Director, you will be dedicated to two of our retail banking accounts, both of which operate 24/7, and will be responsible for driving client satisfaction, continuous improvement and growth as part of your key deliverables.
  • Not only would you be working with fantastic people, strengthening an already excellent relationship with two valuable and well known financial clients, you will have the opportunity to help shape and define their strategy and objectives for the coming years while they undergo a period of change.
  • As Site Director, you will be expected to communicate confidently at c-level, and will have the ability to challenge (in the right way) in order to drive improvement.
  • This role will involve working closely with Operations, ensuring clear communication and direction is provided. As Site Director, you will also be expected to get involved with the granular detail when required - tracking the P&L of the accounts and delivering governance communications and monthly/quarterly business reviews.
  • Essentially, the Site Director will be responsible for keeping the clients happy and ensuring they receive all the services and attention they have come to expect from Teleperformance.

The Successful Applicant

  • They are looking for a dynamic and experienced individual to take up the position of Site Director within their busy Kilmarnock site.
  • Ideal candidates for this role will be able to demonstrate success in managing a client in this capacity, understanding their expectations and anticipating their needs.
  • This role requires a flexible individual with the relevant experience to 'hit the ground running'.
  • We are looking for a high level of commercial acumen, strong client relationship building experience at senior level and a sound understanding of how contact centre operations work.
  • A Financial services or Retail Banking background is particularly desirable, as is BPO/outsourcing experience.
  • Applicants should be able to demonstrate solid experience within client services, from either an account management, operations, project management or wider outsourcing perspective.
  • Ideally, you will be a confident decision maker with a sense of gravitas, yet will remain accessible and approachable to others. You will have demonstrable experience of delivering client satisfaction and positive results at a senior level.

What's on Offer

  • Basic Salary to £70,000
  • Benefits

Apply for this job

Click the Apply or LinkedIn button below or contact Bill Guthrie on +44 141 331 7900 quoting job reference 13700189
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