To be responsible and accountable for the performance of a call centre(s) to include achievement of financial targets including revenue generation, operational profitability and margin delivery, service levels, client requirements and KPIs. To lead, develop, motivate, manage and organise a number of teams across different client requirements through development of a high-performance culture. To be an effective member of the senior management team.

Experience

• Extensive knowledge and experience of successfully operating at a senior level in a contact centre environment
• Extensive knowledge and experience of managing multiple complex campaigns delivering to client requirements maintaining excellent client relationships to enable growth.
• Proven track record in achieving financial targets including revenue, profit and margin achievement.
• Proven track record in achieving non-financial targets including grade of service, client specific KPIS

Qualifications

• At Least 2 years at CCM level or equivalent

Skills/Personal Attributes

• Excellent communication skills
• The ability to build a culture of openness, achievement and commercial success
• Proven track record in leadership of successful teams.
• Must be able to work independently with remote management.
• Displays vision in identifying new business opportunities with existing and potential clients for the benefit of the business and commercial awareness to drive these forward.
• Committed to the delivery of a high level of customer service, able to establish strong working relationships with customers understand their needs and deliver commercial success.
• Demonstrates the ability to challenge traditional approaches and looks for better ways of working.
• Solid commercial awareness and the ability to act commercially to avail of profit opportunities in the short and longer term.
• Drives for results and conveys urgency in driving issues to a conclusion.
• Ability to persuade and influence others with proven negotiations.
• Inspiring leader who can build a high morale, high performance culture
• Influences others and adds value in the delivery of the operational goals and targets.
• Actively contributes to the development of skills of others by managing their performance, providing constructive feedback and providing development opportunities.
• Good understanding of call centre technologies and proven experience of optimising the same.
• Succession planning

Key Results Area

Achieving Financial & Non-Financial Targets

• Drive centre profitability through dynamic process management, enhanced resource utilization, ensure the operational financial goals for the centre are met on a month by month basis and contribute to the overall financial objectives of the company.
• Proactively analyse industry needs/trends and make recommendations to the Board as the need arises.
• Work closely with the Client Services function to assess the potential development of existing client contracts and to drive performance to achieve such potential.
• Identify and control business costs, recommend and implement improvements of budget performance and improve control mechanisms in conjunction with the Commercial function.
• Work effectively with the Sales & Marketing function to take maximum advantage of any potential development of new clients.
• Design, develop, deliver and monitor client, internal processes and KPIs.
• Introduce robust and effective change controls in an environment where the situation is complex, continually changing, and difficult to analyse and control.
• Identify opportunities to improve productivity

Effective Operational Call Centre Management

• Manage call quality, staffing levels and workflow to ensure maximum productivity, call and data handling efficiency.
• Liaise with all departments to ensure KPI/SLAs are achieved.
• Provide knowledgeable reference point for problem resolution and escalated contacts.
• Ensure valid information is provided in handover to incoming duty manager and relevant others.
• Identify and implement improvement actions within remit to maximise outputs of team.
• Act as the recognised expert on TOPS at the site ensuring all management comply with TOPS, promoting and supporting TOPS.
• Build a culture of effective two way communication using appropriate tools.

• Engender a culture of two way communication that makes employees feel that their opinions are considered.
• Ensure decisions made are explained and are effective
• Ensure open and honest communications are fostered through multiple channels and communication skills of team members are developed.
• Ensure team members know who the operations management team are and that management are available to team members.
• Develop and utilise a variety of communications methods to ensure that all team members receive appropriate and timely information regarding individual, campaign, site and company performance
• Build a culture of feedback and continuous improvement across the site or operational area incorporated into Company framework of monitoring, coaching and performance development.
• Make employees feel valued, ensuring that attrition targets are met and positive
• Employee Survey feedback is achieved as well as building a high performing culture of positive employee relations where employees are actively engaged in the business.
• Ensure employees are encouraged to remain with the company through a range of interventions including risk assessment of potential leavers, internal career development opportunities, succession planning.
• Create a positive climate on the team through effective communications, team building, clear focus on objectives and regular feedback.

Management of External Relationships / Suppliers

• Maintain and grow the business relationship with professional bodies.
• Proactively raise the Company profile within the marketplace both in terms of business and recruitment activity.
• Build excellent relationships with client contacts as an enabler for market growth.

ISO Standards

• Provide management direction and support for information security in accordance with business requirements and relevant laws and regulations
• Support the organisation in identifying security requirements and assess the risks and threats.
• Once risks and/or treats have been evaluated you will be responsible for being part of the decision-making work streams to agree and select the most appropriate controls that are presented to you.

Competencies Required

• Leadership
• Managing Performance
• Planning & Organising
• Corporate Awareness
• Developing others

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