Head of Contact Centre/ Head of Operations

Job Ref: DJKG1287
Job Title: Head of Contact Centre / Head of Operations
Location: Stoke-on-Trent
Salary: £60k to £70k (plus 20% bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head Contact Centre or Head of Operations to join an innovative and forward-thinking digitally led organisation. The Head of Contact Centre/Head of Operations will oversee the “chat” function of the business with around 7 Operations Managers and between 70 and 100fte.

This role requires you to be able to work closely with the Customer Services Director and you will be responsible for the Operations of the overall “Chat Team”.

As the Head of Contact Centre/Head of Operations you will be responsible for:
• Creating a vision and strategy for the UK Chat Operations
• Working closely with stakeholders and create and engaging an exciting chat content
• Formulating key measurements to ascertain ROI and SLA
• Analyse and interpret the customers data and trends
• Manage and develop the Operations Managers

If you are interested in applying for this position, then you will need to have managed a team within a contact centre and must have led a Chat, Social Media, or Digital team. They are looking for someone that is passionate about delivering creativity and innovation with the chat team, whilst been able to measure the impact of running an outstanding chat community.

To apply for this position please forward a copy of your CV to us. 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.