Head of Operations - FTC - Confidential

Head of Call Centre Operations

(Long term FTC) Approx 18 months to 2 years

Perth - Onsite every day

Up to. £90K + Car + benefits

CCA Recruitment are seeking an experienced Head of Call Centre Operations to transform and upskill an existing operation - embedding performance management, cultural alignments, NPS / QA frameworks whilst reacting to and driving channel shifts, process & technology.

This individual will have a real passion for developing and coaching staff to the best of their ability and create a truly customer centric high performing customer service unit.

Key to the success of this role will be building internal relationships as the site supports and acts as an internal shared service hub primarily supporting on customer service, complaints, and some technical / operational support. The site has a team of c 90FTE and your direct reports will include operational teams and Workforce Management.

This Head of Call Centre Operations Fixed term contract will last 18 months to 2 years.

This Head of Call Centre Operations role responsibilities will include:

• Operations

• WFM/IVR
• QA & Complaints
• Retention, Training & Development
• Upskilling and coaching
• Data & MI Reports
• Driving NPS, CX & Employee Engagement
• Relationship Management

This is an exciting opportunity for an experienced Head of Call Centre Operations who would be able to take up this position by May 2025.