THE ROLE·
-Drive a competitive and passionate service culture to deliver against the service vision and create commercial value through maximising sales opportunities
-Manage the contact centre through commercially sound leadership that delivers against the key performance indicators
-Proactively utilise management information to identify gaps in process and people performance and execute continuous improvement plans
-Drive, coach and manage the performance of Team Leaders to deliver against defined KPI's
-Role model the service vision and connect with the service experience by handling high level escalations and taking customer calls every month
-Inspire high levels of motivation and commitment through constant communication of business/centre strategy, direction and performance
-Bring insight to the centre through keeping abreast of contact centre industry developments and best practice approaches that can inform future strategies
-Proactively real time manage intra-day service levels through effective planning, leadership visibility, controls and communication
-Manage the communication between operations and resourcing and planning when delivering in the Duty Manage role
-Contribute to the development of key areas of the centre through ownership and management of a specific function/relationship to drive improvement and realise additional business value
-Drive a culture of accountability and discipline where execution of policy and process is concerned at all levels in the centre
-Manage outwards as well as up and down, to capitalise on best practice elsewhere in the business and contribute to the delivery of a successful end to end service experience

THE PERSON
-Experience in managing, motivating and leading large teams of people
-Knowledge of contact centre dynamics and volumetrics
-Experience of operating within an environment of service excellence
-Experience in working within a high performance environment with the necessary skills to tightly manage performance

LEADERSHIP COMPETENCIES
-Creates a compelling future
-Inspires other to achieve
-Putting our customers first
-Delivers great performance

If you have all of the above ESSENTIAL skills then apply by sending your CV to Lizette Metcalfe at #-#