Crewe, England, United Kingdom
Experienced Director of Operations in both Sales and Service with a demonstrated history of working in the Contact Centre industry including Outsourcing, Banking, Telecommunications, Utilities and Retail. Skilled in Operations Management, Coaching, Customer Relationship Management (CRM), Strategy, Customer Satisfaction, and Sales Operations.
Managing 500 FTE + across 3 sites on a mixture of outbound sales, proactive retention / customer experience work, inbound sales and customer service. Meeting and exceeding key business and client KPIs/SLAs & targets, driving individual and team performance while ensuring the client’s customer experience expectations are always achieved and exceeded. Responsibilities: • Ensuring delivery of KPIs/Targets set - UA, churn, contribution, % to target, Quality, headcount/revenue, retention, dialler Performance, data provision, holiday management, sales performance and customer experience • Using KPIs to drive performance improvements while planning contingencies • Planning staff development through individual development plans • Developing key interaction with internal/external stakeholders • Working effectively alongside HR, Quality, Client Services, Recruitment, Training, WFM, Dialler and IT to achieve Operational results • Delivering against our client’s customer experience targets whilst achieving sales volumes • Owning management development within my areas and driving progression • Liaising with clients daily as well as in MBR and QBRs and discussing operational performance against expectations • Driving improvements across the site with processes, coaching, recruitment, quality, customer experience, staff engagement, commissions and facilities amongst others.
Managing a centre with 400 + employees (including 30 Team Managers / 3 Senior Team Managers / 4 Contact Centre Managers) on a mixture of Outbound Sales, Outbound proactive retention / customer experience work, Inbound Sales and customer service. Meeting and exceeding key business and Client KPIs/SLAs & targets, driving individual and team performance while ensuring the Clients' customer experience expectations are always achieved and exceeded. Responsibilities: • Ensuring delivery of KPIs/Targets set - UA, churn, contribution, % to target, Quality, headcount/revenue, retention, dialler Performance, Data Provision and holiday management • Using KPIs to drive performance improvements while planning contingencies • Delivering on client requirements as well as the targets set by Convergys • Planning staff development through individual development plans • Developing key interaction with internal/external stakeholders • Working effectively alongside HR, Quality, Client Services, Recruitment, Training, Dialler and IT to achieve Operational results • Delivering against our client’s customer experience targets whilst achieving sales volumes • Holding 1-2-1s with CCMs and devising full development plans • Owning management development within my areas and driving progression • Liaising with clients in WBR/MBR and QBRs and discussing operational performance against expectations • Driving improvements across the site with processes, coaching, recruitment, quality, customer experience, staff engagement, commissions and facilities amongst others.