Head of Contact Centre

Head of Contact Centre

Salary: Circa £50,000 - £65,000 + 15% Bonus + Exceptional Benefits

Location: Sunderland

My client is a technology software and services provider delivering an outsourced professional services solution to the global business community.

Owing to sustained growth, and as part of their exciting plans, this is a newly created senior position responsible for leading their 24/7, 365-day operation in Sunderland and will drive the transformation of their contact centre operations.

The Role

• Lead and develop a team currently comprising of circa 45 heads and growing, including Operations, Management, Quality & Training and Call Handers
• Implementing suitable processes knowing what 'excellent’ looks like i.e. SLAs, KPIs such as call time, dropped calls etc., coverage plans etc.
• Oversee the delivery of an often detailed, complex and sensitive service, monitoring and analysing key performance indicators, implementing data-driven improvements to service quality and efficiency
• Manage budgets, resource allocation, and workforce planning to meet current and future business needs
• Develop and implement strategic initiatives to improve operational efficiency, customer satisfaction, and employee engagement
• Maintain ultimate responsibility for all quality assurance, training programmes, and performance management within the call centre
• Lead the transformation of call centre operations following new phone system implementation - 8x8 - ensuring smooth transition and enhanced capabilities
• Oversee recruitment, onboarding, and retention strategies to maintain a highly skilled and motivated workforce
• Act as the senior escalation point for complex operational issues and client concerns
• Develop strong relationships with key stakeholders, including clients and internal departments

The Person

• Proven experience in senior call centre management, preferably in a 24/7 operation
• Demonstrated success in leading and developing multi-tiered management teams
• Strong financial acumen with experience in budget management and resource optimisation
• Strong understanding of call centre technologies, workforce management and quality assurance processes
• Experience in change management and leading operational transformations, including the implementation of a suite of SLAs and KPIs that can be tailored to clients’ specific requirements
• Proven track record of improving operational performance and customer satisfaction metrics
• Experience in developing and implementing training programmes and quality standard
• Strong analytical skills with the ability to interpret data and drive evidence-based decisions
• Exposure to sectors/environments requiring high confidentiality would be welcome, but not essential

Alongside their attractive basic and bonus, my client also offers generous unmatched pension contribution, private medical, the ability to 'buy and sell’ holidays, EV salary sacrifice, share incentive and share save schemes.

If you feel you have the qualities our client is seeking, please forward your CV and covering letter indicating your current package to Ian Miller at GEM Partnership or for a discreet conversation call our Peterlee office.

GEM Partnership is acting as an employment agency on this vacancy.