Contact Centre Operations Director (12 month interim) | Davies Resourcing

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Contact Centre Operations Director (12 month interim)

  • Manchester
  • £90000 - £100000 per annum, Benefits: Brian Shuttleworth
  • Contract

Our client is a disruptor in the travel industry that is growing at pace using scalable, flexible and innovative technology alongside a strong customer-value proposition. They are also retaining the entrepreneurial spirit and employee engagement as the journey continues! To ensure the continued success and sustainable growth they now want to add an interim operations director within their contact centre environment to shape the future strategy whilst remaining hands on. 

The role will oversee a 250 fte operation split between in house and an outsourced partner for some voice activity and currently has 3 direct line reports. Based near Manchester the client offers hybrid working with an expectation of 3 days a week onsite. Excellent benefits too – see below.

                                                                                                               12 months interim role with potential to transfer to permanent.

Key Deliverables

  • Define and gain approval for the future customer service strategy in line with the client’s goals.
  • Develop a plan with the contact centre management team to execute this strategy.
  • Improving the overall post-book customer experience, driving self-service wherever possible
  • Working with the Finance team to develop a long-range plan including digital customer self-serve adoption and growth in offline revenues.
  • Working with the People team to drive talent and culture initiatives to develop a high-performing team through hiring, promotion, and performance evaluation and feedback for direct reports.
  • Updating the business on contact centre trends and applying best practices to areas of improvement, particularly with the implementation of new tools to increase our service delivery and outsourcing.
  • Working with the management team to drive employee engagement and satisfaction by creating career paths and improving the employee experience.

 
Skills & Experience Requirements
 

  • Extensive experience in customer service or operations, where delivery for customers is complex and high stakes, both in mature businesses and in businesses where you have had to drive transformation i.e., scale-up.
  • A strategic thinker with experience of defining strategy and executing across the business.
  • Experience in building high performing teams.
  • Effective stakeholder manager, able to develop and obtain buy-in for long-term strategies. Able to effectively represent the department at board level.
  • Cross functional collaborator & influencer with a diverse and multi-functional team
  • Must be a self-starter, capable of manoeuvring through an organisation that is increasing in sophistication.
  • Working knowledge of customer service software, databases, and tools
  • Advanced troubleshooting and multi-tasking skills
  • Data literate, able to use data beyond ‘averaging’ to improve our customer experience, and to forecast effectively, finding changes in customer behaviour that will affect workloads.
  • Able to be reactive and work at a fast pace, building for the future whilst delivering for today.

 
The Benefits
 

  • 25 days holiday plus your birthday off
  • Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you’re away on your holiday.
  • Flexible working hours and hybrid working
  • Competitive workplace pension
  • Access to an online learning platform, plus workshops, courses and professional qualifications
  • Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support.
  • Eye care vouchers
  • Simplyhealth Optimise Health Plan
  • Regular wellbeing events
  • Gym discount
  • Share Incentive Plan (SIP)
  • Death in Service cover
  • Onsite subsidised coffee shop & onsite bar
  • Food and drink discounts across a number of venues in Manchester City Centre
  • Regular social events
  • Cycle to Work scheme.

 
 
 

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