Head of Operations - Call Centre
Here we have a experienced Head of Operations seeking their next role. Our candidate has over 20 years experienced within the industry and will certainly offer value and progression to any company who are seeking such a highly skilled candidate.
Reviewed current telephony system and produced ROI to prove outlay payback.New Horizon cloud based system implemented
Produced a growth plan for the next 3 years to show how the contact centre will develop in terms of recruitment, team size, technology and expertise required
Developed and implemented interview/testing processes as well as training plans for all new advisers which has resulted in a decrease in attrition from 67% to 18%
Set up a new partnership with a Contact Centre Outsourcer in order to deal with peaks trading in a more efficient and planned way
Developed an employee engagement programme in order to build a stronger more supportive team and raise morale. Annual employee satisfaction forums and questionnaire produced an improvement satisfaction percentage from 52% to 86%
Negotiated ground breaking revenue share deals on 0871 numbers that resulted in an increased revenue stream of £50,000 per month
More about me
I am a confident and dynamic Director/Head of Operations specialising in driving operationally sound divisions in competitive sectors through proactive account management, superior customer service and operational efficiency. Adopts a consultative support approach to ensure organisational requirements are met whilst focusing on exceeding customer expectations for service quality. An innovative strategist who has successfully managed major projects that have enhanced operations, increased sales and streamlined reporting. Renowned as a motivational and inspirational manager capable of training and developing teams to enable them to fulfill their potential and add value to the business.
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