Director of Contact Centre Europe - 6-month FTC

Job Description

Our client has recently been awarded Best Contact Centre Workplace & Employee Engagement Strategy of the year. Performance is currently at record levels so you will be joining a positive situation. "This is a really interesting and diverse role, with the autonomy to make decisions. Working across several countries, with a skilled and personable team of direct reports makes the role an excellent prospect for the right candidate".Reporting to the Group Sales Director, you will lead the contact centre operations across EU markets (inbound sales & CS channels).What will you get

• Circa £90,000.00 - pro rata for 6 month contract. (Contractor day rate option available approx. £600-£700 per day).
• Pension scheme - matched employer contributions up to 5% of basic salary.
• Private Medical Insurance Scheme with AXA PPP Healthcare.
• Annual leave - 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave.
• Life assurance - employer funded cover of 4x basic salary.
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services.
• Health & Wellbeing - discounted gym membership, online virtual workout sessions, online culinary classes.
• OnHand - Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme - specialist advice and support on issues such as finance, relationships, illness and family issues.
• Free protection plan - one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends.
• Employee discounts - access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers.

Who are we looking for

• Essential: Strong experience managing multiple large commercial blue chip B2C contact centres - sales is a must, delivering consistent sales growth.
• Experience managing outsourced relationships - develops strong relationships with business partners, ensuring they deliver partnership commitments.
• Ideally from a regulated contact centre background.
• International experience. Experience working markets outside of the UK would be nice to have.
• Regulated Insurance background is desirable.
• Strong people manager/leader.
• Strong stakeholder management skills - Effectively communicates and manages internal and external stakeholders (understanding cultural differences where applicable).
• This role will involve travel to contact centre sites in-country and across Europe. In some situations, overnight stay maybe required (at the companies expense). Flexibility is therefore required in this role.
• Change management experience - can oversee complex business change, outcome rather than output focussed.
• Knowledge and understanding of how contact centre operations work, and the levers to pull which deliver improved sales performance.
• A proven track record in developing and executing contact centre improvement plans.
• Able to easily balance commercial, customer and people priorities whilst driving sales performance.
• Ability to continually strive to improve, innovate and land change quickly and effectively.

What will you do

• Accountable for the performance of the EU Sales and Customer Service channels, supported by the development of a robust operational plan to ensure KPIs are exceeded, and Cost per Acquisition targets are met.
• Work with Commercial Finance team to monitor and meet expenditure targets for the Sales and Customer Service channels.
• Identify and implement initiatives, both strategic and tactical, to improve sales capability and performance.
• Execute the EU Contact Centre Strategy which optimises the blend of in-house and outsourced operations to maximise return to the business and meets the objectives of the 5-year plan.
• Collaborate with Commercial Delivery, Client, Pricing, and Compliance teams to ensure you continually optimise sales channels in relation to products, pricing and scripting.
• Expert leadership of the EU management team, providing clear communication and guidance, and nurturing talent.
• Responsible for ensuring Operations Managers understand Trading performance for their area, and key business priorities within the Trading agenda to allow them to prioritise and support.
• Lead transformation programmes to design, implement and manage best practice operating model and continuous improvement frameworks to enhance sales and operational performance and customer satisfaction.

How to apply

• If you believe you have what is required to thrive and deliver in this exciting role, please apply by sending your CV asap via the apply function below.