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For Companies At a Glance
- Tasks: Lead and enhance operations in a fast-paced contact centre, focusing on customer satisfaction and efficiency.
- Company: Mitie is a global leader in facilities management, serving diverse sectors since 1987.
- Benefits: Enjoy flexible benefits, virtual GP services, discounts, and career development opportunities.
- Why this job: Join a dynamic team driving innovation and exceptional customer experiences in a supportive culture.
- Qualifications: Extensive customer service experience and proven leadership in complex environments are essential.
- Other info: We value diversity and inclusivity, accommodating all applicants during recruitment.
The predicted salary is between 43200 - 72000 £ per year.
Better places, thriving communities.
Job Overview
The Head of Operations – TSOC is a key leadership role responsible for leading and implementing strategic initiatives to enhance service performance, customer satisfaction, and operational efficiency across 24/7, fast-paced contact centre operations. This role utilizes data analytics, AI integration, and leadership development to drive continuous improvement, foster innovation, and ensure exceptional customer experiences aligned with industry standards.
Key responsibilities include leading, managing, and developing a high-performing team; ensuring accountability for performance and professional growth; inspiring teams through integrity and exemplary leadership; fostering a culture of excellence, innovation, and continuous improvement; managing large, diverse teams; optimizing performance through data insights; maintaining compliance; and navigating complex challenges through workforce planning, crisis management, and stakeholder engagement.
Main Duties:
- Leveraging dashboards and analytics platforms to monitor service performance, financial records, and customer satisfaction.
- Enabling managers to interpret data effectively and use it to drive improvements.
- Overseeing the integration of AI and automation to streamline workflows.
- Establishing systematic plans and priorities to meet strategic objectives.
- Collaborating cross-functionally to develop stakeholder-beneficial solutions.
- Driving results by setting challenging goals and focusing on continuous improvement.
- Building and maintaining strong relationships with stakeholders.
- Championing a customer-first approach to ensure outstanding customer experience.
- Communicating clearly and passionately, embracing change, and building momentum.
- Deputizing for the Strategic Customer Director, providing leadership continuity.
- Using data to inform resource planning and workflow optimization.
- Managing and developing a high-performing team, fostering leadership development and succession planning.
What we are looking for:
- Extensive experience in a Customer Service environment, leveraging analytics for performance monitoring and operational efficiency.
- Senior management and leadership experience in complex stakeholder environments.
- Proven ability to develop and sustain a customer-focused culture and build long-term partnerships.
- Successful financial and commercial management experience.
- Experience in leading and motivating high-performance teams.
- A strategic and resilient professional mindset.
Benefits include virtual GP services, financial wellbeing assistance, flexible lifestyle benefits via Choices platform, high street discounts, cycle-to-work scheme, life cover, enhanced pension contributions, share schemes, and employee recognition programs. We prioritize career development and inclusivity, accommodating employees with disabilities or long-term conditions during recruitment.
Since 1987, Mitie has employed 76,000 people globally, providing facilities management and professional services to a diverse client base, including banking, government, hospitals, and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
- Apply Now
Interested in moving roles within Mitie? Share your experience about life at Mitie!
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Head of Operations - Contact Center - TSOC employer: Mitie Cleaning & Hygiene Services
Contact Detail:
Mitie Cleaning & Hygiene Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Operations - Contact Center - TSOC
✨Tip Number 1
Familiarise yourself with the latest trends in customer service and contact centre operations. Understanding how AI and data analytics are transforming the industry will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals in the field, especially those who have experience in leadership roles within contact centres. Engaging with them can provide insights into the challenges they face and how you can position yourself as a solution.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven performance improvements in previous roles. Highlighting your ability to lead high-performing teams and implement strategic initiatives will set you apart from other candidates.
✨Tip Number 4
Showcase your understanding of stakeholder engagement by preparing to discuss how you've built relationships in past roles. Being able to articulate your approach to collaboration will resonate well with the hiring team.
We think you need these skills to ace Head of Operations - Contact Center - TSOC
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive experience in customer service and leadership roles. Emphasise your ability to leverage analytics for performance monitoring and operational efficiency, as these are key aspects of the Head of Operations role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer satisfaction and operational efficiency. Mention specific examples of how you've successfully led high-performing teams and driven continuous improvement in previous roles.
Highlight Relevant Skills: Focus on skills that align with the job description, such as data analytics, AI integration, and stakeholder engagement. Provide concrete examples of how you've used these skills to achieve results in past positions.
Showcase Leadership Experience: Detail your senior management experience and how you've developed a customer-focused culture within your teams. Discuss your approach to inspiring teams through integrity and exemplary leadership, as this is crucial for the role.
How to prepare for a job interview at Mitie Cleaning & Hygiene Services
✨Showcase Your Leadership Skills
As a Head of Operations, you'll need to demonstrate your leadership capabilities. Prepare examples of how you've successfully led teams in the past, focusing on how you inspired and developed your team members.
✨Emphasise Data-Driven Decision Making
Since the role involves leveraging analytics for performance monitoring, be ready to discuss specific instances where you've used data to drive improvements. Highlight your experience with dashboards and analytics platforms.
✨Demonstrate Customer-Centric Thinking
The job requires a strong customer-first approach. Prepare to share examples of how you've championed customer satisfaction in previous roles, and how you plan to maintain this focus in the new position.
✨Prepare for Complex Stakeholder Engagement
Given the need to manage diverse stakeholders, think about your experiences in navigating complex environments. Be ready to discuss how you've built and maintained strong relationships with various stakeholders in the past.
