Head of contact centre

Role summary

  • Head of 50-seat contact centre within a fast-growing technology business
  • Based in Liverpool city centre
  • Leadership position with excellent salary and commission package
  • Experience of managing a contact centre of a similar size is essential
  • Automotive / lead generation background preferred
  • wide range of benefits, including an on-site bar and free personal training
  • Send your CV or LinkedIn profile to careers@theleadagency.com or call 44(0)151 221 9889 to discuss the role

We are looking for an experienced individual who has managed a contact centre environment to join our growing team.

We are a fast-paced technology business that helps organisations to find and acquire new customers. Our team has doubled in size to more than 100 people over the last 12 months and we are investing heavily to expand our expertise across the business.

Our 50-seat, seven-days-a-week, contact centre plays an integral role in delivering quality leads to clients and connecting consumers to products and services that fulfil their needs.

You’ll spend your time…
  • Providing leadership, development and coaching to your management team
  • Actively engaging and supporting the development of your team to ensure better performance
  • Contributing to the design and implementation of Change Programmes and Projects which impact the contact centre
  • Carrying out regular one-to-ones, developing a culture where training and development are part of the team, identifying actions to ensure the skills and knowledge are developed effectively
  • Ensuring effective and consistent communication throughout the team, encouraging feedback and customer insight to enhance the customer experience
  • Building and maintaining effective internal and external stakeholder relationships
  • Identifying and instilling best practice, processes and systems and driving an environment of continuous improvement
  • Maintaining open and honest channel of communication at all levels across the business to facilitate best in class sharing and root cause analysis
  • Work with the resource planning team to ensure the most effective resource plans are developed and achieved
  • Ensuring service and sales targets, SLAs and KPIs are continually reviewed and expectations are met with optimum levels of quality and service delivery
  • Reviewing management information and making suggestions and recommendations as to improvements across the contact centre
  • Working with the Q&C team to ensure quality targets are exceeded and customer SCRs are achieved
The ideal candidate will have…
  • Proven management experience of contact centre environments of a similar size
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Excellent organisational and leadership skills with problem-solving ability
  • Ability to think strategically
  • Ability to multi-task in a fast-paced environment
  • Experience of analysing and interpreting large amounts of data
  • Excellent customer service and customer-facing skills

Send your CV or LinkedIn profile to careers@theleadagency.com or call 44(0)151 221 9889 to discuss the role. Alternatively, apply below.