Head of Contact Centre

Job Title: Head of Contact Centre UK

Job Type: Full time, Temporary

Location: Harlow, Essex (FT on site location)

Work mode: Onsite

Reports to: Director Operations, UK

Hours: 40hrs per week

About the Role:

The Head of Contact Centre is a leadership role responsible for the overall strategy, performance, and operational delivery of our customer service and communication channels. This role requires a strategic mindset, strong leadership skills, and a focus on driving operational excellence to support the company's growth objectives. You will collaborate with cross-functional teams to ensure alignment with business goals, enhance customer satisfaction, and drive operational efficiency.

Essential Job Responsibilities:

• Strategic Leadership: Develop long-term operational and customer experience (CX) strategies aligned with business goals.
• Performance Management: Own core metrics including service levels, first contact resolution (FCR), customer satisfaction, and staff engagement.
• Omnichannel Delivery: Oversee multi-channel communication including phone, email, live chat, social media, and digital self-service.
• Operations: Optimizing workforce planning and process design.
• Transformation & Technology: Drive modernization projects such as implementing AI tools, automation, and workforce planning systems.
• Stakeholder & Budget Ownership: Manage financial budgets, in line with vendor/outsourcing contracts, and finance and audit teams.
• Leadership: Provide strong leadership skills, business acumen, and the ability to collaborate across departments to drive efficiency and maximize performance.
• Stakeholders: Serve as a key point of contact for stakeholders, providing regular updates on operational performance, strategic initiatives, and other relevant matters.
• Team Development: Mentor and develop team members, fostering their professional growth and ensuring the development of a high-performing team.

Qualifications and Experience:

• Substantial experience and knowledge of operational financial and business acumen, detailed commercial analysis, executive client and customer solution experience and ability to provide strategic and day to day management is critical.
• Bachelor's degree in Business Administration, Operations Management, or a related field. An advanced degree (e.g., MBA) is preferred or an equivalent combination of education and relevant experience is required
• Proven track record in a leadership position (such as Head of Customer Operations or Contact Centre) managing large-scale or multi-site teams.
• Strong commercial acumen, data analytics capability, change management experience, and stakeholder influencing.
• Experience in contact centre and/or customer service transformation, latest research and AI tools.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization, in a professional manner at all times.
• Familiarity with the UK and XBP market and understanding of business practices, regulations, and cultural nuances is highly desirable.
• Flexibility to travel within the UK as required.

Experience:

• Call Center/BPO: 6 years (required)