Some of the Duties and Responsibilities will include :

Direct the company in keeping with the vision outlined for the company by the Board of Directors

Developing high quality business strategies and plans ensuring their alignment with short-term and long-term objectives

Overseeing all operations and business activities to ensure they produce the desired results and are consistent with the overall strategy and mission

Build trust relations with key partners and stakeholders and act as a point of contact for important shareholders

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.

Use technologies AI/ML to improve overall experience of end customer

Technology changes, Innovation, Standardizing process for improving overall customer experience

Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues

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.

Brings easy-to-use, easy-to-install, high quality voice delivery solutions by using speech technology

Required Skills:

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.

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

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