Contact Centre Director - Telecommunications -Employment, career opportunity in UK

Job Title:  Contact Centre Director - Telecommunications
Job Type:    Permanent
Location :   City of London
Start Date:    ASAP
Duration:    perm
Salary:    £90k - £140k pa + benefits
Ref No:    100022-EWRKCC1_967841


Modis are working in partnership with one of the worlds truly "Global" companies to recruit a Head of Contact Centre Operations, based in London.

This is a senior role and as such you will have significant senior leadership experience within the contact centre industry. This will ideally be gained within a telecommunications or multi-media environment.

The key purpose of this role is to provide first class customer service through leading large operational teams within the UK and Offshore (c1000 FTE).

Principal Responsibilities:
-Responsible for leading large teams within different channels providing total servicing for a wide variety of products and services across all functional areas
-Responsible for establishing service standard and monitors & evaluates effectiveness of customer service operations.

Operational requirements:
-Responsible for managing relationships at multiple levels with supplier organisations, relating them to the organisation and influencing and leveraging their performance as well as implementing the commercial models for outsourced activities that meet financial and operational goals.
-Responsible for setting and driving supplier delivery to ensure day to day operational performance is delivered and ensuring the achievement of business objectives across basket of quality, cost, and Business / Value metrics
-Responsible for setting and delivering targets to ensure monthly/quarterly/annual improvement plans are in place and delivered
-Responsible for ensuring the most optimum commercial position - return v cost / investment
-Responsible for proactively seeking opportunities for continuous improvement / additional value add with suppliers and implementing this into the operations
-Managing resourcing requirements and profile with suppliers to ensure demand met.
-Responsible for the selection and establishment of new contact centres within the UK, ensuring recruitment and training is completed to time, cost and quality.
-Responsible for the in life management of these sites effective process and practices are put into place.
-Responsible for setting and driving operational performance against strategic programme to generate sales through service.
-Responsible for change an improvement programmes ensuring plans are in place for each key target area - quality and/or budget impacting
-Responsible for deploying governance structures to deliver operational improvements
-Responsible for front door management for all change to/from operations - e.g. new work, internally driven change such as resource increases / reductions and associated technology requirements
-Drive innovative new approaches / enhancements to service model to meet quality and cost objectives for business and customers.

Required Knowledge:
Multi-functional and Multi-sector experience - candidates will have proved themselves in several of the following leadership areas: Sales; Operational Planning; Customer Experience / Service; Commercial Management; Cost transformation

Required Experience
-Experience of leading large multi location operational teams in subscription telecommunications based sectors.
-Strong leadership capability with ability to create and lead brilliant teams.
-Vision to set strategic direction
-Negotiation, communication and interpersonal skills.
-Proven track record of operational delivery (inc. Sales targets) in a Call Centre environment
-High level of commercial awareness and business acumen with a concern for the bottom line
-Strong senior stakeholder management and influencing skill
-Ability to bring experience and new thinking from other industry sectors
-Proven delivery of working through partner and supplier organisations
-Strong evidence of the use of governance processes to effectively manage and develop performance
-Clear planning, budgeting and presentation skills; and the ability to formulate and gain approval at a senior level for investment cases.
-Strong communication and engagement skills at all levels of an operation.

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