Call Centre Director & Senior Executive Jobs
The call centre director and the senior executive with responsibility for the call centre are ultimately responsible for the performance of the call centre and for delivery against key business performance measures. For call centres with responsibility for generating sales and sales revenues, the call centre director will usually have ultimate profit centre responsibility.
It is the responsibility of the director to direct, manage and lead the call centre operation to deliver high and increasing levels of customer service at an optimised cost through highly effective operational control, people and customer management.
Specific responsibilities of the role of call centre director and senior executive might include:
- Generating and delivering a vision and strategic plan for the business
- Driving sustained improvements in service performance
- Designing and implementing customer service best practice
- Generating strong focus on delivery of key performance measures
- Development and delivery of operational budget and, if appropriate, call centre P&L
- Effective and efficient management of call centre resources to optimise sales, service and cost
- Driving and maintaining performance improvement through coaching, mentoring and training in accordance with individual development plans
- A minimum of 5 years experience in managing teams in a demanding customer service and possibly sales environment, preferably in a call or a contact centre environment, multi-site experience preferable
- A minimum of 5 years senior management experience
- Excellent influencing and stakeholder management skills
- Strong evidence of the ability to coach teams to deliver superior performance
- Demonstrable budget, business planning and change management experience
- Strong commercial focus
There are no vacancies in the 'Call Centre Director & Senior Executive' category at this time.
