KEY SKILLS AND PERSONAL ATTRIBUTES

· Proven experience in leadership role in a BPO or outsourced contact centre environment.
· Strong understanding of contact centre metrics (AHT, CSAT, FCR, adherence, shrinkage, etc.).
· Experience managing service delivery for multiple clients or programs is highly desirable.
· Exceptional people leadership and stakeholder management skills.
· Commercially aware with an ability to manage budgets and drive operational efficiency.
· Proficient in workforce planning, scheduling, and real-time management.
· Confident with contact centre systems and reporting tools (e.g. WFM, CRM, BI dashboards).
· Demonstrated ability to implement change and lead improvement initiatives.

BACKGROUND EXPERIENCE

· Experience working with clients through BPOs.
· Exposure to CX tools, automation, or AI-enabled technologies.
· Certification or experience with continuous improvement methodologies.
· Understanding and/or experience of working in an FCA-authorised environment, with knowledge of debt collection strategy and compliance standards.
· Demonstrated ability to collate and present performance data clearly and effectively to senior client stakeholders.
Job Types: Full-time, Permanent

Benefits:

• Company pension
• Employee discount
• Free parking

Work Location: In person
Application deadline: 18/06/2025
Reference ID: CCSDM0

PURPOSE OF JOB:

We are seeking a driven and experienced professional with a strong background in contact centre operations to lead a high-performing team within our outsourced service delivery environment. The ideal candidate will have proven operational expertise, a commercial mindset, and a passion for delivering exceptional customer outcomes in a BPO setting.
In this role, you’ll be responsible for consistently achieving client KPIs, driving continuous improvement initiatives, leading service delivery teams, and developing talent in a dynamic, fast-paced and evolving environment.
Hours: 37.5 with flexibility required to cover centre opening hours:
8am – 8pm Monday to Friday and 9- 5pm Saturday and bank holidays

ABOUT THE ROLE

· Lead, motivate, and manage a team of Team Leaders and their respective agents to meet performance targets across service, quality, and productivity.
· Ensure all contractual service level agreements (SLAs) and key performance indicators (KPIs) are achieved for assigned client programs.
· Own the operational delivery, staffing, forecasting, and day-to-day performance management.
· Partner closely with the client and internal stakeholders to identify risks, opportunities, and improvement areas.
· Prepare and deliver structured Weekly Business Reviews (WBRs) with clients, using data-driven insights and performance analysis.
· Compile data from various sources into coherent, client-ready presentation packs, with clear actions and accountability tracking.
· Monitor real-time and historical performance data to make informed operational decisions.
· Lead operational reviews and present results and recommendations to internal and client stakeholders.
· Identify process gaps and implement improvements using a data-driven, customer-first approach.
· Ensure compliance with company policies, data protection, and relevant regulatory standards.
· Apply up-to-date HR knowledge and practices, including performance management, employee relations, and people development.
· Support recruitment, onboarding, and ongoing development of team members.
Promote a culture of accountability, coaching, and continuous development across the operation