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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