Global Contact Centre Director

Michael Page • Permanent • Leeds, West Yorkshire, England, United Kingdom • £75k - £95k / year • 3d ago

Global Contact Centre Director
Multi-site contact centre operation (UK & International)
Leeds based (fully on site)
Strictly £75,000 - £95,000 depending on experience

Due to business requirements - 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 have 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 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 process 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 the the automation of manual processes to improve accuracy and efficency, implementing new systems and technologies to improve overall business performance

Data Analytics - Use and interpret multiple data streams to indentify 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 positve decision 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 SLA's
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 & £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.

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