UK Operations Director


NB: This organisation has sites in the South East, North West and Midlands and will require UK travel although the Head office is North West based. Critcal Director level position with responsibility to define, develop and lead on-going delivery for all contact centre sites. This role is responsible for the overall operational effectiveness of all sites, delivering a cost effective operation for all services in line with contractual requirements, budgeted growth forecasts and sharing best practice across all contact centre operations. The role forms a key part of the Executive Leadership Team. Responsible for: Establishing, and building upon, proactive engagement opportunities with stakeholders and client representatives, sharing success, communicating issues and challenges Establishing, and managing, mechanisms and controls to ensure that operational matters are handled swiftly and accurately, and that stakeholder and client expectations are well managed Maintaining focus on the operational effectiveness and efficiency of each business operation. Turning around on-going poor delivery performance, or any other operational matter Challenging cost assumptions and actively contribute to fair and profitable pricing strategies that maintain or improve organisational profitability Advising senior leadership on the progress of service delivery, providing regular analysis and financial forecasts for each business operation. Required Skills and Experience : Executive / Board level role in a complex, multi-site organisation, managing over 1000 FTE Significant experience in large, multi-site pro-active Demand Reduction programmes across Customer Services/Inbound BPO methodologies and be familiar in current trends, concepts and issues in a regulated Contact Centre Extensive knowledge of contact centre processes and systems, and their impact on the customer experience. Outsourcing experience will be a real advantage, but if not then a very strong understanding of managing a highly commercial operation.