Reporting to Director
Monitor centre services by external operator.
Strategies, Create, Plan and organize the curriculum and programmes for the centre.
Manage the deployment, professional development and well-being of staff.
Manage the day to day performance of the 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 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 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 centres
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