Head of Contact Centre
hace 27 días
Manchester
Head of Contact Centre Your new company Hays are recruiting for a permanent Head of Contact Centre based in Manchester City Centre. This position is responsible for leading and optimising the operations of a multichannel client service function. This role will ensure the delivery of exceptional service quality through effective workforce management, training, client communications, and change management. It combines strategic leadership with hands-on collaboration to balance immediate business needs and long-term capability development. Your new role Key Responsibilities • Lead, coach, and motivate the Contact Centre team to deliver outstanding client outcomes., • Design and implement business plans aligned with organisational priorities and client needs., • Oversee contact volume forecasting, workforce planning, scheduling, and real-time management., • Drive change management and business readiness activities for strategic initiatives and continuous improvement., • Manage the design, delivery, and governance of client communications, ensuring clarity and compliance., • Plan and govern training programmes for new hires, upskilling, regulatory, and role-specific requirements., • Maintain a strong risk and control environment to ensure safe and compliant service delivery., • Collaborate with senior leaders to optimise resource allocation and support long-term capability development., • Set and review performance standards, adjusting strategies based on data and feedback., • Participate in special projects and other duties as required.What you'll need to succeed, • Significant leadership experience within a financial services contact centre or operational environment., • Strong knowledge of financial services and regulatory requirements; investment product knowledge desirable., • Proven ability to lead, coach, and develop high-performing teams., • Demonstrated success in designing and implementing business plans that improve performance and client outcomes., • Excellent communication, facilitation, and stakeholder management skills., • Strong organisational and prioritisation abilities with experience managing multiple initiatives. 4734366