Responsabilities

• The role includes line responsibility for all third, second, or first line contact center teams (in-house and outsource) providing ongoing customer service, and specific service teams as well as the planning and forecasting team;• Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget;• Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service;• Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues;• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints;• Responsible for the recruitment, training, induction and coaching strategy across the contact centers;• Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation;• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered;• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight;• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM to create a cost effective operation consistently achieving contact handling SLAs;• Act as the voice of the customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience;• Deliver cost efficiencies and increased in customer satisfaction scores;• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.