At a Glance
- Tasks: Lead a global contact centre operation, ensuring world-class customer service and operational excellence.
- Company: Join an industry leader with a global presence and a commitment to innovation.
- Benefits: Competitive salary, opportunities for international travel, and a dynamic work environment.
- Other info: Exciting opportunity for career growth in a leading international business.
- Why this job: Make a real impact in a leadership role within a fast-paced, international setting.
- Qualifications: Experience in multi-site contact centre leadership and strong stakeholder engagement skills.
The predicted salary is between 85000 - 85000 £ per year.
Multi-site contact centre operation (UK & International) based in Leeds (fully on site). Salary strictly £75,000 - £95,000 depending on experience. Candidates will need to be based within a 1 hour commute of Leeds.
Client Details: 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.
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 KPIs and SLAs.
- Strategic Implementation: Create, implement and drive the CX strategy across the group, in line with organisational 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 and 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.
Profile:
- 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 SLAs.
- Extensive stakeholder engagement.
- Ability to work in a fast-paced environment.
- Strong background in tech and digital adoption.
Job 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 and £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. Candidates will need to be based within a 1 hour commute of Leeds due to business needs.
