Operations Head

Job Description : OPERATIONS HEAD ESSEX, UK Role is open to International candiates Head of Contact Centre Operations to lead their Customer Services Department. This role offers an exciting opportunity to develop, lead and deliver the customer services strategy, ensuring a consistent and outstanding experience across all customer channels. The successful candidate will be responsible for driving operational efficiency, optimising resources, and continually improving customer Services. They will also govern the quality of customer interactions and manage the financial resources of the department. What you'll do: As the Head of Contact Centre Operations, you will play a pivotal role in shaping the future of customer experience standards. You will be responsible for developing and implementing strategic plans that align with the organisation's vision and objectives. Your role will involve overseeing the optimisation of performance, processes, and planning to manage peak periods effectively. You will lead an effective resource planning team, ensuring full resource utilisation against forecast demand. Your commitment to continuous improvement will drive enhancements in customer outcomes. Develop, lead and implement strategic plans for customer services in alignment with organisational vision and objectives. Oversee the optimisation of performance, processes, and planning to manage peak periods and minimise cost per contact. Lead an effective resource planning team, ensuring full resource utilisation against forecast demand. Engage in real-time performance management to ensure adequate coverage during peak demand times. Identify and implement continuous improvement strategies to enhance customer outcomes. Utilise analytics and data-driven insights for performance optimisation and continual improvement. What you bring: The ideal candidate for the Head of Contact Centre Operations role brings a wealth of experience in contact centre leadership. You have a proven track record of delivering outstanding service to customers. Your strong leadership skills have been honed through managing customer service functions. You have experience managing multi-skilled and multi-channel contact centres. Your knowledge of the regulatory environment within customer service and contact centre environments ensures compliance at all levels. Your excellent written and verbal communication skills enable you to influence senior stakeholders effectively. Proven experience in contact centre leadership Experience delivering outstanding service to customers Strong leadership skills with a focus on customer service functions Experience managing multi-skilled and multi-channel contact centres Knowledge of regulatory environment within customer service and contact centre environments Excellent written and verbal communication skills

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