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- Tasks: Lead the contact centre to enhance client onboarding and ensure operational excellence.
- Company: Join a leading organisation in the financial services sector focused on exceptional client experiences.
- 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 managing outsourced contact centres, strong data analytics, and excellent organisational 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.
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, especially IVR and dialler systems. Being knowledgeable about these tools will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the financial services sector, particularly those who have experience with outsourced contact centres. This can provide you with valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare specific examples of how you've improved client onboarding experiences in previous roles. Highlighting measurable outcomes will showcase your ability to drive continuous improvement.
✨Tip Number 4
Research the company’s brand proposition and values thoroughly. Understanding their approach will allow you to align your answers with their expectations during the interview process.
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 your experience in managing outsourced contact centres, focusing on relevant metrics and technologies you've worked with. Use specific examples to demonstrate your achievements in improving client onboarding experiences.
Craft a Compelling Cover Letter: In your cover letter, emphasise your understanding of the financial services sector and your ability to uphold brand standards. Discuss your leadership style and how you foster strong relationships with external suppliers, showcasing your collaborative approach.
Highlight Relevant Experience: When detailing your work history, focus on roles that involved managing contact centre operations, particularly in regulated environments. Mention any experience with data analytics and how it has contributed to operational excellence.
Showcase Continuous Improvement Initiatives: Include examples of how you've driven improvements in client onboarding processes or contact centre performance. This could involve specific projects or initiatives where you minimised risk and ensured compliance with regulatory requirements.
How to prepare for a job interview at The Candidate Recruitment Agency
✨Understand the Role Thoroughly
Before the interview, make sure you have a deep understanding of the Head of Contact Centre role. Familiarise yourself with the key responsibilities, such as managing outsourced contact centres and ensuring compliance with SLAs. This will help you articulate how your experience aligns with their needs.
✨Showcase Your Data Analytics Skills
Given the emphasis on data analytics in this role, be prepared to discuss specific examples of how you've used data to drive improvements in contact centre operations. Highlight any metrics you've successfully managed and how they contributed to operational excellence.
✨Demonstrate Leadership Experience
As you'll be managing a team, it's crucial to showcase your leadership skills. Prepare examples of how you've led teams in the past, particularly in a regulated environment, and how you've fostered collaboration and accountability among team members.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about challenges you've faced in previous roles, especially regarding client onboarding and supplier management, and how you overcame them.
