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Operational Change Director - contact Centre

Pontoon
Job LocationBirmingham
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

Director of Contact Centre 6 months Birmingham Provide direction and leadership across Group Operations customer contact centres to ensure delivery of industry leading experience for customers on the phone. Accountable for delivering, improving and sustaining operational and customer satisfaction targets,whilst controlling costs and resources to ensure least cost/best value performance.Traditional operational change role - contact centres, roadside operations (deployment, logistics, vans on the road), people, systems and processes

  • Responsible for operating budget of c£15m annually
  • Leadership of a team of approximately 400 FTE
  • Customer contact >6 million inbound calls
OutcomesKey Performance Indicators:
  • Call abandonment rate <2.5%
  • Average Handling Time in line with budget
  • Average time to Answer in line with budget
  • NPS in line with budget
  • Colleague engagement score of 4.0+
Inspirational leadership; setting direction for teams and creating an environment where colleagues can reach their full potential
  • Clear strategy, plans and budgets to ensure the contact centre operates to exceed targets
  • Understanding of customer requirements to ensure individual members and commercial customers are serviced appropriately
  • SLAs for delivering the service are set, met and continually and pro-actively reviewed
  • Measurable step change benefits delivered through development projects
  • Deliver consistent and improving call quality through the Perfect Call process and further identified coaching, training and communication
  • Special intervention team work is prioritised and frequently reviewed to ensure lessons are learned and service is continually improving
  • Role models Values, commitment to customer service and high levels of business performance
  • Contact centre team is structured and resourced appropriately and motivated to achieve KPIs, including people and engagement measures
  • Direct reports have appropriate direction, skills, training and experience to effectively meet their objectives
  • Robust talent and performance management processes are embedded in the team
  • Resource planning has maximised the productivity of resources (people, technology etc.)
  • Successfully set and gain acceptance for risk appetite, managing exposure and embedding systems and controls
Colleague reward reflects the full range of success criteria including operations, risk management, corporate governance and compliance factorsSkills / Knowledge / Experience
  • Extensive senior leadership experience in a service industry, including operating successfully in a contact centre environment
  • Experience in a strongly customer-oriented business
  • Experience of leading teams and successfully motivating to achieve customer service targets
  • Prior experience of reporting into ExCo level and interacting with ExCo and Board members
  • Practical knowledge of contact centre technology platforms and operations
  • Experience of negotiation, consultation and engagement with Trade Unions
  • Experience of operating in a regulated environment would be an advantage
  • Knowledge and successful compliance with other legislative and regulatory requirements e.g H&S)
  • Proven experience of driving improvement and transformation
  • Experienced in strategic and tactical planning and delivery
There is room to develop for the right candidate, so an appetite to grow with the role would be a considerable advantagePlease be advised if you havent heard from us within 72 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.Pontoon is an employment consultancy and operates as an equal opportunitys employer.

Keyskills :
Head ofContact Centre Director

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