Contact Centre Director

Sales & Marketing - England North
£125k - £130k pa + Car, Comm + Ben
17 Oct 2016
16 Nov 2016
Contract Type
My Client is looking for a Contct Centre Director

We are looking for a senior person to fill this role, Director level and above only.

We need a strong transformational director only.

- Will need strategic experience and leadership of senior management.
- The Contact Centre Director will have all "Heads Of" reporting to directly to Him/Her
- As the budget is £10M, looking after 5 sites and over 1000 employees as a whole, the successful candidate will need that strategic element.
- This is a Nation Wide role, and will require nation wide travel.
- Able to do a few days a week from home

Most important.

Scale - Sites you have looked after, budget you have had control over and how many FTE?

Sales - Improvements, ability and strategy for sales?

Service - Service improvements, strategy and ability ?

Change - Transformatiol ability and change management - Very important

Sales Support - How have you implemented sales support via training strategy etc

Location Must be able to do Nationwide!

Package is as follows

- Up to 130K
- 22.5% Bonus
- 5% pension - doubled by employer
- Private medical for family
- Company car or car allowance
- Life Insurance

Role Purpose Statement

The purpose of the role is to grow our reputation with the customer further, lead a highly engaged team of people and deliver more than your budget profit target. You will lead and transform the UK network of contact centres to go from Good to Great in the Food Service Industry. Drive a step change in sales and service performance through reviewing and designing performance metrics, developing and coaching of the right capabilities, leveraging existing technology and ensuring the reward for the workforce is consistent, fair and competitive . You will work with the Digital team in creating a new multi-channel capability and improve the overall customer experience.

Key Responsibilities & Objectives

- Create a single leadership team across the contact center's to deliver best practice sales and service and operational efficiency
- Lead the transformation from silo'd working to best practice team working leveraging the benefits of virtualisation whilst retaining customer intimacy
- Engage with Divisional Sales Directors & Marketing across Independent and Corporate, Public Logistics to ensure alignment on sales and lead generation strategies
- Ensure the introduction of new technology (e.g. WFM, Agent Desktop) into Contact Centres and delivers cultural change and efficiencies linked to changes in working practices through the Senior Leadership Team.
- Develop a culture of continuous improvement and focus on customer experience to deliver service efficiencies alongside improvement in Customer NPS through first time resolution of issues
- Direct the entire operation of the organisation's call center facility. Implementing and reviewing policies and operating structure of the call centers.
- Setting standards and guidelines for interaction with customers.


- Ability to oversee a large multi-site transformation programme
- Driving change from top to bottom of a team across multiple centres
- Customer centric mind-set and ability to deliver a step change in service performance
- Coaching & performance management mindset
- Ability to manage Telesales teams working in a multi-channel sales environment
- Leads and directs the work of others.
- Strong blend of operational execution and strategic thinking.
- A wide degree of creativity and latitude is expected.

Knowledge, Skills & Experience

- Requires a job relevant qualification in area of specialty along with extensive experience in the field or in a related area.
- Familiar with a variety of contact centre concepts, practices, and the design and delivery of procedures.
- Relies on knowledge and judgment to plan and accomplish goals. Performs a variety of tasks? Was you adding to this bit in more detail?
- Extensive stakeholder management, with regular communication with senior executives across the business.
- Experience in managing multi-site Contact Centre's - Inside sales (outbound) and call centre (inbound) and customer service
- Proven and documented experience in creating performance management techniques and KPIs
- IT delivery experience specifically around the introduction of new technology into a Contact Centre environment

Financial Responsibilities

- ~£10M cost budget, primarily people cost

Please contact Warren Cooper @ Hudson Birmingham

Please note you will receive an automated response advising you that we have received your CV.

Hudson is a leading provider of permanent recruitment, contract professionals and talent management solutions worldwide.

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