At a Glance
- Tasks: Lead a global contact centre, ensuring top-notch customer service and operational excellence.
- Company: Join a leading international business with a strong global presence.
- Benefits: Competitive salary, opportunities for international travel, and career growth.
- Other info: Exciting opportunity for those passionate about customer experience and operational improvement.
- Why this job: Make a real impact in a dynamic environment while driving innovation and efficiency.
- Qualifications: Experience in leadership roles within multi-site contact centres and strong tech background.
The predicted salary is between 75000 - 95000 £ per year.
Leading International Business
About Our Client
Our client is an industry leader within their field and has a truly global footprint, with sites and customers in multiple countries. They are now looking for a new Global Contact Centre Director to lead their customer operation.
Job Description
- 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 processes 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 and the automation of manual processes to improve accuracy and efficiency, implementing new systems and technologies to improve overall business performance.
- Data Analytics: Use and interpret multiple data streams to identify 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 positive decisions around operational performance, developing skill sets and creating a culture of internal growth.
The Successful Applicant
- Experience in a similar level role.
- Leadership of a multi-site, ideally international contact centres.
- Experience of delivering continuous improvement activities.
- Management of multiple contracts and varying SLA's.
- Extensive stakeholder engagement.
- Ability to work in a fast-paced environment.
- Strong background in tech and digital adoption.
What's on Offer
This is a very exciting and rare role to join a leading international business as the Global Contact Centre Director. The role offers a salary of between £75,000 & £95,000 depending on experience. This role will be based on site in Leeds 4/5 days per week, with an element of international travel associated with the role. Please note - candidates will need to be based within a 1 hour commute of Leeds due to business needs.
Global Contact Centre Director in Leeds employer: Michael Page International
Michael Page is an excellent employer, offering a dynamic work environment in Leeds that fosters professional growth and development. With a strong focus on mentoring and team collaboration, employees benefit from hybrid working arrangements and a competitive salary package, including performance-based bonuses. Joining this multinational organisation means being part of a high-growth team dedicated to delivering exceptional tax compliance services across diverse sectors.
Contact Details:
Michael Page International Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Global Contact Centre Director in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Michael Page International. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Michael Page International before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Contact Centre Director in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Michael Page International:Your cover letter is your chance to shine! Tell us why you want to work at Michael Page International specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Michael Page International!
How to prepare for a job interview at Michael Page International
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
