Job Ref: 215143233

Date: 2021-11-12 08:42:11

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We are looking for an impressive Head of Operations for a fantastic, rapid paced, exciting and rapidly expanding London based Contact Centre operation.

Part of the SLT and reporting into the Directorship we are looking for an individual who has led a multi-sited Sales & Service Contact Centre estate.

** This role can be part office, part home but you will need to be in commutable distance to Watford **

With a background of contact centre operational leadership from within a contact centre operation you will lead a Sales & Service operation through a fantastic and highly successful Sales Manager in addition to a CX operation through again a superb Service Manager.

Your responsibility will be to:

Inspire, motivate & lead your managers and their teams to deliver an excellent sales results and customer experience
Support & Challenge the evolving way of thinking, based on experience, to drive performance.
Drive continuous improvement across all services and processes to ensure efficiency
Drive sales KPI's and targets
Work with key project teams to identify and implement Digital solutions and innovation
Ensure that all changes are sustainable & scalable to meet the evolving needs of the service our clients provide.
Lead on departments costs, owning P&L responsibility.
Manage the day-to-day delivery of service to ensure the business has sufficient resources at all times, and that KPIs are met or exceeded.
Manage and lead on sales achievement.
Ensure clear and accurate communication is cascaded throughout the operational teams, and that good communication links are established with other centres.
Lead by example, be approachable, and demonstrate a "can do" attitude, to develop a culture of working together, as a team to help our client achieve the best resultsIf you are a Senior Leader in a large operation and want to join a progressive organisation, this could be the role for you.

You must have a background of leading Service & Sales Contact Centre operations to be considered for this post

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