Contact Centre Lead
Contact Centre Team Lead
Are you passionate about the delivery of service, a strong leader and an influencer of people?
From start-ups and scale-ups to SMEs and multi-nationals - our client offers a smorgasbord of services for businesses of all shapes and sizes.
The role is to establish, develop & manage an Omnichannel Contact Centre for GC Business Growth Hub, initially leading a team of 5 Business Enquiry Advisors, building up to potentially 100 call-handlers, to deliver a market leading client centric support network.
The role requires the successful candidate to take the team from installation and implementation of software, leading on all new processes, standards, KPI's, agreeing processes with other areas of the business - account management, business development, specialist services - to ensure effective integration of the contact centre provision.
- Operational experience of running an OmniChannel Contact Centre
- Ability to motivate and lead your staff to get the best from them
- Client facing experience
- Highly organized and have the ability to multi-task
- Ability to understand complex team structures and projects and to relay this information clearly to staff and clients
- Good problem-solving skills
- Excellent attention to detail
- Recognize and lead staff training and development needs
Role & Responsibilities:
- Lead on the implementation of an Omnichannel Contact Centre and provide direction and oversight of operations, relating to planning, design, measurement, and assessment of contact centre procedures.
- Managing a contact centre is a very specific skill and detailed senior level sector & operational knowledge will be critical to this role. The role holder will have to take the whole of the business on this journey.
- Senior negotiations with other Heads and Leads of group companies to agree scope and outputs/KPI's etc.
- Work closely with the Business Development and Account Management teams to identify client personas and effective processes for driving a high-quality pipeline into GC Business Growth Hub's service.
- From installation and implementation of software, leading on all new processes, standards, KPI's, agreeing processes with other areas of the business - account management, business development, specialist services - to ensure effective integration of the contact centre provision.