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- Tasks: Lead the contact centre to enhance client onboarding and ensure quality service delivery.
- Company: Join a leading organisation in the financial services sector focused on client satisfaction.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and development.
- Why this job: Be a key player in transforming client experiences while working with a collaborative team.
- Qualifications: 5+ years in managing outsourced contact centres with strong data analytics skills required.
- Other info: This is a confidential opportunity; apply now to make a significant impact!
The predicted salary is between 43200 - 72000 £ per year.
Job Description
We're working with a prominent organisation in the financial services sector to find an experienced and highly skilled Head of Contact Centre. This crucial role focuses on delivering an exceptional client onboarding experience through external contact centre partnerships, ensuring quality, compliance, and operational excellence.
You'll be the key interface between the business and its outsourced contact centre, responsible for upholding brand standards, achieving service level agreements, and driving continuous improvement in the client onboarding journey.
What you'll be doing:
- Delivering the onboarding experience via our external contact centre, ensuring it reflects our client's brand proposition of providing expert, quick, and clear advice.
- Ensuring SLAs are met across the contact centre operation, holding suppliers accountable for their commitments.
- Acting as the primary interface between the business and the supplier to ensure product and service changes are accurately reflected in the delivered experience through effective briefing, training, and assessment.
- Line management of a team of 6, covering quality and assurance teams.
- Identifying and driving improvements within the onboarding experience, managing stakeholder expectations effectively.
- Minimising risk and ensuring adherence to regulatory requirements within contact centre operations.
- Contributing to the design of the medium-term onboarding experience and assessing the optimal target operating model for its delivery.
- Acting as the subject matter expert for contact centre operations across the department and wider business.
- Overseeing performance monitoring to identify areas for improvement and support professional development within your team.
- Managing key suppliers, including the outsourced contact centre, out-of-hours service provider, and telephone system providers, to ensure value, performance, and ongoing development.
What we're looking for:
- A minimum of 5 years' experience in managing an outsourced contact centre.
- Excellent understanding of contact centre metrics and core contact centre technology, including IVR, dialler, and transcription/summary technology.
- Strong data analytics capabilities.
- Previous experience in a lead generation environment and the professional services industry.
- Proven experience operating within a regulated environment.
- Commercially astute, with a solid understanding of general business levers.
- Ability to work independently and collaboratively within a team, fostering strong relationships with external suppliers.
- A friendly, cooperative, and collaborative approach with clients and colleagues.
- Excellent organisational skills and the ability to work flexibly and meet strict deadlines.
If you're a hands-on leader with a passion for optimising contact centre operations and delivering exceptional client experiences in a regulated environment, we encourage you to apply for this confidential opportunity.
Please note: Due to the high volume of applications, we are not always able to respond to all unsuccessful applicants. However, we wish everyone who applies the very best with their job search.
Head of Contact Centre TCL:45754 employer: The Candidate Recruitment Agency
Contact Detail:
The Candidate Recruitment Agency Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Contact Centre TCL:45754
✨Tip Number 1
Familiarise yourself with the latest trends in contact centre technology and metrics. Understanding tools like IVR and diallers will not only help you in interviews but also demonstrate your commitment to staying ahead in the industry.
✨Tip Number 2
Network with professionals in the financial services sector, especially those who have experience in managing outsourced contact centres. Engaging in conversations can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven improvements in client onboarding experiences in previous roles. Highlighting measurable outcomes will showcase your ability to deliver results.
✨Tip Number 4
Research the company’s brand proposition and values thoroughly. Being able to articulate how your experience aligns with their mission during discussions will set you apart as a candidate who truly understands their goals.
We think you need these skills to ace Head of Contact Centre TCL:45754
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing outsourced contact centres. Emphasise your understanding of contact centre metrics and technology, as well as any experience in regulated environments.
Craft a Compelling Cover Letter: In your cover letter, clearly articulate your passion for optimising contact centre operations. Mention specific examples of how you've improved client onboarding experiences in previous roles, showcasing your leadership skills.
Highlight Data Analytics Skills: Since strong data analytics capabilities are crucial for this role, include specific instances where you've used data to drive improvements in contact centre performance or client experiences.
Showcase Collaborative Experience: Demonstrate your ability to work collaboratively with external suppliers. Provide examples of how you've fostered strong relationships and managed stakeholder expectations effectively in past positions.
How to prepare for a job interview at The Candidate Recruitment Agency
✨Showcase Your Experience
Be prepared to discuss your previous experience managing outsourced contact centres. Highlight specific examples where you successfully met SLAs and improved client onboarding experiences.
✨Understand the Metrics
Familiarise yourself with key contact centre metrics and technologies such as IVR and diallers. Be ready to explain how you've used data analytics to drive improvements in past roles.
✨Demonstrate Leadership Skills
Since this role involves line management, be ready to share your approach to leading teams. Discuss how you foster collaboration and support professional development within your team.
✨Prepare for Regulatory Questions
Given the regulated environment of the financial services sector, prepare to discuss your understanding of compliance and risk management. Share examples of how you've ensured adherence to regulatory requirements in previous positions.
