Job Ref: DJAD1058
Job Title: Head of Contact Centres – London
Location London (Some travel to the US required)
Salary: £90k plus bens and bonus
Employment Type: Permanent
A fantastic challenge to work with a luxury global brand has arisen at a newly formed central contact centre in London. The Head of Contact Centres role requires an experienced Senior Manager/ Head of, who will guide the business through this transformation, shaping the contact centre, including implementation of contact centre technology, a new CRM and recruitment of different levels to enable the strategy agreed.
As the Head of Contact Centres you will be expected to:
•Develop the vision, lead the strategy for the global contact centre and execute with precision, playing a pivotal role in modernising the global contact centre.
•Inspire and lead the global contact centre team, optimising the success of all properties and people to deliver operational effectiveness and efficiency.
•Design and implement strategic initiatives whilst motivating and aligning teams to overall objectives for the global contact centre.
•Define targets and balanced scorecard metrics, ensuring that success is measured against KPI’s, conversions, follow up in a consistent manner.
•Drive a high-performance culture which secures consistent achievement of internal targets as a key contributor to the business plan.
•Deliver business and strategic plans across the London and US contact centre to agreed sales goals, ensuring that cross sales opportunities are maximised.
•Responsible for contact centre P & L and control of all operating costs to deliver budgeted profit margins for the entire business.
•Develop, implement and maintain effective internal and external quality assurance programmes.
•Translate customer insights into successful treatment strategies and ensure the delivery of outstanding customer service and customer sales via all channels.
If you are interested to apply you will have:
Experience of driving change projects and designing and establishing deliverable plans to execute change.
•A track record of leading international virtual teams
•Experience with a luxury brand of high touchpoint model desirable
•Previous contact centre leadership experience in a complex, multi-stakeholder environment
•Proven ability to drive performance and sales and lead a multi-site, multi-language contact centre sales team
•An inspirational and hands on leader, with capability of creating a positive team environment and producing excellent results
•Ability to thrive in a traditional cultural environment, demonstrating confidence and strength of character to achieve positive solutions
To apply for this position please forward a copy of your CV to: firstname.lastname@example.org or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.
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Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.