Jobs
Let our industry specialists listen to your aspirations and present your story to the most esteemed organisations in the UK, as we collaborate to write the next chapter of your successful career.
See all jobsCandidates
Together, we’ll map out career-defining, life-changing pathways to achieve your career ambitions. Browse our range of services, advice, and resources.
Learn moreServices
The UK's leading employers trust us to deliver fast, efficient talent solutions that are tailored to their exact requirements. Browse our range of bespoke services and resources.
Read moreTalent advisory
Insights
Whether you’re seeking to hire talent or a new career move for yourself, we have the latest facts, trends and inspiration you need.
See all resourcesAbout Robert Walters UK
Since our establishment in 1985, our belief remains the same: Building strong relationships with people is vital in a successful partnership.
Learn moreWork for us
Our people are the difference. Hear stories from our people to learn more about a career at Robert Walters UK
Learn moreContact Us
Truly global and proudly local, our story starts in London in 1985, with our UK operation now based in 7 locations across the country.
Get in touchOur locations
Let our industry specialists listen to your aspirations and present your story to the most esteemed organisations in the UK, as we collaborate to write the next chapter of your successful career.
See all jobsTogether, we’ll map out career-defining, life-changing pathways to achieve your career ambitions. Browse our range of services, advice, and resources.
Learn moreThe UK's leading employers trust us to deliver fast, efficient talent solutions that are tailored to their exact requirements. Browse our range of bespoke services and resources.
Read moreTalent advisory
Whether you’re seeking to hire talent or a new career move for yourself, we have the latest facts, trends and inspiration you need.
See all resourcesSince our establishment in 1985, our belief remains the same: Building strong relationships with people is vital in a successful partnership.
Learn moreWork for us
Our people are the difference. Hear stories from our people to learn more about a career at Robert Walters UK
Learn moreTruly global and proudly local, our story starts in London in 1985, with our UK operation now based in 7 locations across the country.
Get in touchOur locations
Head of Contact Centre Operations Salary: Competitive and based on experience Location: Essex Keywords: Contact Centre Leadership, Customer Services, Strategic Planning, Operational Efficiency, Quality Assurance, Financial Management Our client is seeking a Head of Contact Centre Operations to lead their Customer Services Department. This role offers an exciting opportunity to develop, lead and deliver the customer services strategy, ensuring a consistent and outstanding experience across all customer channels. The successful candidate will be responsible for driving operational efficiency, optimising resources, and continually improving customer Services. They will also govern the quality of customer interactions and manage the financial resources of the department.
What you'll do:
As the Head of Contact Centre Operations, you will play a pivotal role in shaping the future of customer experience standards. You will be responsible for developing and implementing strategic plans that align with the organisation's vision and objectives. Your role will involve overseeing the optimisation of performance, processes, and planning to manage peak periods effectively. You will lead an effective resource planning team, ensuring full resource utilisation against forecast demand. Your commitment to continuous improvement will drive enhancements in customer outcomes.
What you bring:
The ideal candidate for the Head of Contact Centre Operations role brings a wealth of experience in contact centre leadership. You have a proven track record of delivering outstanding service to customers. Your strong leadership skills have been honed through managing customer service functions. You have experience managing multi-skilled and multi-channel contact centres. Your knowledge of the regulatory environment within customer service and contact centre environments ensures compliance at all levels. Your excellent written and verbal communication skills enable you to influence senior stakeholders effectively.
What sets this company apart:
Our client is renowned for its commitment to providing exceptional customer care. They are dedicated to fostering a culture that values collaboration, innovation, and continuous improvement. Their focus on developing strategic partnerships with key stakeholders drives a customer-first culture throughout the organisation.
What's next:
Ready to take the next step in your career? Apply now for this exciting opportunity!
Apply today by clicking on the link. We look forward to receiving your application!
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
About the job
Contract Type: FULL_TIME
Specialism: Business Support
Focus: Customer Service
Industry: Call Centre and Customer Service
Salary: + package
Workplace Type: On-site
Experience Level: Senior Management
Location: Essex
FULL_TIMEJob Reference: Z7QW79-D3A0019B
Date posted: 15 January 2025
Consultant: Abdul Walid
northern-home-counties business-support/customer-service 2025-01-15 2025-03-16 call-centre-and-customer-service Essex Essex GB Robert Walters https://www.robertwalters.co.uk https://www.robertwalters.co.uk/content/dam/robert-walters/global/images/logos/web-logos/square-logo.png trueCome join our global team of creative thinkers, problem solvers and game changers. We offer accelerated career progression, a dynamic culture and expert training.