Director - Customer Support - BPO/ITeS

We're looking for a senior operational leader with experience of working with cross-country large multi-functional teams, paired with significant operational knowledge and experience gained in results driven, commercial chat, online, customer contact or complaints role.

You'll have strong people leadership, commercial and financial acumen to enable the production of business cases, management of large operational budgets, and optimisation of core business process on a cross-functional basis, along with extensive knowledge of operational communication processes and systems, and their impact on the customer experience.

You'll also demonstrate :

- Experience of leading, directing and managing a management team to develop and grow ability to make sure resources are available to deploy to meet operational requirements, with a focus on service, cost and value optimisation

- The ability to cultivate an environment where people skills, systems tools and process management contribute to a first class customer experience

- A track record in creating, developing and managing successful behavioural and attitudinal change initiatives

- The ability to work innovatively, applying new concepts to achieve objectives in a fast-paced commercial environment

Experience : min of 18+ years in customer experience/chat with proven leadership experience preferably in large GCCs managing UK/Europe regions