Global Contact Centre Director

Operational Leadership - Lead a multi site contact centre operation spanning multiple countries and time zones, to deliver world class customer service during every interaction, delivering against pre agreed KPI's and SLA's

Strategic Implementation - Create, implement and drive the CX strategy across the group, in line with organisation objectives, driving efficiency, commercial performance and customer satisfaction

Continuous Improvement - Conduct full operational reviews of process and procedures surrounding the contact centre and customer journey, identifying areas for change and improvement that will reduce time & cost to service, increase efficiency and commercial output, and improve customer journeys.

Client Management - Direct management of client contracts in line with varying service level agreements depending on client needs, undertaking regular account performance reviews focused on service delivery

Operational Standardisation - Drive programme to align all contact centre functions to deliver consistent service and process with a view to having one standardised way of working, driving operational excellence across the entire operation

Stakeholder Engagement - Work closely with c-suite stakeholders both internal and externally to deliver on pre agreed objectives, confidently creating and delivering reports based on operational activity.

Digital Adoption - Drive tech adoption the the automation of manual processes to improve accuracy and efficency, implementing new systems and technologies to improve overall business performance

Data Analytics - Use and interpret multiple data streams to indentify areas to make data driven changes that align with business objectives

People Leadership - Provide strong and empowering leadership to direct reports, giving them the knowledge and tools to make positve decision around operational performance, developing skill sets and creating a culture of internal growth