Call Centre Management

Head of Contact Centre: Example Job Description

Published On: 8th Aug 2016 10:30

The Head of Contact Centre will lead a Contact Centre Operation of various sizes, typically this is a fast paced area of business that is challenging and changing continuously.

The Head of Contact Centre would be expected to shape the future of a contact centre operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Web/Live Chat, Video, Social, Correspondence.

This role will lead a number of FTE, typically through a team of Contact Centre Manager and Team Leaders, this could consist of both in-house and outsource advisors across any number of UK, or Offshore locations, although might also be one single site.

The Head of Contact Centre(s) will ensure that customers receive a friendly, professional and consistently high quality service helping to resolve various queries, close any sales enquiries and get it right first time.

Some of the Duties and Responsibilities will include:

Reporting to the Customer Services Director/Chief Operating Officer, Managing Director dependant on the size of organisation, the role includes line responsibility for all third, second, or first line contact centre teams (in-house and outsource) providing ongoing customer service, and specific service teams as well as the planning and forecasting team.
Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the recruitment, training, induction and coaching strategy across the contact centres
Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.
Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation
Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Deliver cost efficiencies and increased in Customer Satisfaction Scores.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Required Skills: Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change.

Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.

With thanks to Douglas Jackson a specialist recruitment consultancy and executive search company.

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

Head of Contact Centre: Example Job Description

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