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Contact Centre Services Director
2 weeks ago
The successful Contact Centre Manager will play a pivotal role in enhancing contact centre service delivery, client account management, and team leadership.
- Develop and maintain strong client relationships to ensure service delivery meets expectations.
- Drive Service Level Agreement improvements, manage issue resolution, and oversee performance reporting.
- Lead account management, including financial oversight and commercial negotiations.
- Inspire and lead teams to achieve Key Performance Indicators, implementing advanced reporting and technologies.
- Manage budgets and support business growth, client transitions, and change initiatives.
- Address escalated issues, conduct performance reviews, and improve customer service processes.
Key qualifications include:
- A minimum of 10 years' experience in small to medium contact centre operations.
- Proven stakeholder management and relationship-building skills.
- Experience in leading technology-driven transformation in service delivery.
- Strong communication and leadership capabilities.
- Demonstrated ability to drive cultural change and system transitions.
About the Role:
This is a challenging opportunity for a highly skilled leader who can inspire and motivate a team to deliver exceptional results. If you have a proven track record of success in contact centre management and are looking for a new challenge, we would love to hear from you.
