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Director of Global Contact Centre Performance

About the role

Director of Global Contact Centre Performance

Our client is looking to recruit a talented contact centre expert with experience operating on a global level to take on a newly created role where you will be responsible for analysing performance across all operations, championing best practices, and increasing customer experience whilst maximising sales revenue.

With a dotted line into all Contact Centre Operations Directors across the globe, you will lead a programme of work to create the best way of working across their complex global estate, taking into consideration different customer and market needs and products.

In this role, you will be responsible for designing and developing their employee engagement programmes, recognition and incentive programs, as well as identifying and leveraging new and existing technology.

Remote/hybrid working available with some international travel required.

Fantastic benefits package on offer depending on experience!

Responsibilities:

  • Developing strategies and programmes of work to increase operational performance and effectiveness.

  • Analysing data and implementation of best practice processes across all operations to maximise CX and sales.

  • At a local level, monitoring and analysing contact centre team performance against KPIs

  • Managing the global engagement budget, analysing spend/ROI and capturing employee feedback.

  • Providing insight on performance, identifying trends and opportunities.

  • Identifying and proposing new and emerging technology, building business cases for global solutions.

About you:

  • Significant experience leading large, complex contact centres, ideally with multiple international sites.

  • Significant stakeholder management experience with proven ability to engage and influence others to deliver the best outcomes.

  • Experience managing change.

  • Solid analytical and problem-solving skills, utilising data to make informed decisions.

  • Excellent planning and project management experience.

  • Autonomous worker with strong business partnering skills.

  • Experience with Salesforce and other contact centre technology.

If you’re interested in this role, click ‘Apply Now’ and a member of our team will be in touch.

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