Head of Operations Support

Main accountabilities and key tasks:

• Ownership and accountability for the performance, resourcing and application of both direct and outsourced contact support resources of escalations, quality and training.
• Establish processes and ways of working to ensure alignment in quality and approach between direct and outsourced resources.
• Deliver a consistent and defined approach to improving, building and re-enforcing quality standards across sites.
• Partner and support the customer contact teams to deliver on improvements in CX, efficiency and compliance objectives through quality, escalations and training.
• Lead the escalation team and ensure pathways and processes support contact teams to deliver fast and effective customer support.
• Effective tracking and reporting of data insights into customer pain points and opportunities for improvement.
• Measuring success through the voice of the customer seek opportunities to improve the customers experience, reducing the need to contact and resolving first time.
• As a key stakeholder of the customer experience through contacts build and maintain strong relationships with internal stakeholders.
• Ownership of team metrics, KPIs and success.
• Escalation & improvement resolution. Success measured through case and repeat caller reduction and FCR gains.
• Quality volume & calibration targets. In addition to volume and review variance targets success measured through NPS, FCR and repeat caller reduction.
• Escalation, improvement and quality data capture, MI & analysis.
• Design and deploy closed loop process for customer feedback. Success measured by customer feedback.
• Deliver efficiencies by maximising existing infrastructure, process and people and through the identification of new opportunities to create leanness, remove duplication and reduce manual effort.
• Planning, directing, and delivering training and development programmes including new hire onboarding.
• Lead the onboarding/ off boarding process for Partners.
• Analysing training needs in conjunction with line managers, Escalations and Quality functions.
• Designing and implementing quality and training roadmaps based on needs assessments.
• Designing and implementing appropriate e-learning strategies.
• Support customer team members to achieve objectives across function.

People Management:

• Provide leadership to develop, mentor and coach team members to be the best that they can be in supporting their aspirations and growth within the business, and to become experts in their field.
• Lead and motivate a team by engendering trust, commitment, and shared success in the achievement of objectives.
• Self-Management-Be a strong role model by managing yourself, your time and your meetings in a productive and useful manner.
• Strong communicator – building trust by having regular quality 121’s, cascading relevant business updates and checking in with your people.
• Provide quality feedback-provide helpful, constructive feedback to improve performance on an ongoing basis and as part of company performance management process.
• Empower, Trust and Verify-Be clear on expectations with your team, agree measurements of success and hold team members accountable.
• Inspire-engage the hearts and minds of the team by role modelling our company values.
• Provide clarity and alignment-sharing a clear vision of collective success and ensuring alignment to overall business strategy.
• Hire and develop super talent

Critical Interfaces:

• Outsourced Partner
• Customer ELT, LT and Customer Team
• Commercial, Supply, Talent Acquisition, People.
• Partners, Suppliers and Customers.

Knowledge and experience :

• At least 3 years’ experience managing a multi-disciplined team within a contact centre environment would be preferred.
• At least 3 years’ training delivery experience in a contact centre environment is highly desirable
• Experience designing and implementing e-learning strategies is highly desirable.
• Experience of implementing effective structures, process and implementing new procedures is essential.
• Experience of leading quality and or escalation functions advantageous.
• Demonstrated ability to streamline and refine process to create efficiency and improve the customer experience.
• Demonstrated ability to lead through others, developing and building high performing teams is essential.
• Customer Centricity, demonstrated through the delivery and or implementation of customer focused metric and activities.
• Demonstrated ability to deliver results through people and continuously improve metrics and meet/ exceed targets is essential.
• Strong stakeholder management and relationship building skills.
• Strong ability to interpret large data sets and ability to translate into actionable insights.
• Commercial awareness.