Call Centre Director

Call Centre Director

My client, a leading telco, has an urgent requirement for a Call Centre Director a 6 month contract role. Reporting into the Managing Director, the candidate will be involved in improving the customer service and experience functions.

Responsibilities will include but not limited to:

Stage 1 will involve conducting a quick and detailed 'health check' assessment of all Call Centre operations including Customer Experience including:
- Overview of current performance and metrics in place.
- Assessment of out sourced suppliers and contracts.
- Giving consideration to off shoring some functions.
- How Customer Experience function is designed and delivering.
- Skill level and capacity of managers within Customer Service, especially Director of CS.
- Propensity to call and call drivers (supplementing work already done).

Stage 2 will focus on executing the change and improvements based on the agreed strategy from Stage 1 above.

This will include:
- Clear strategy and approach to be communicated to the Customer Experience/Service teams

including out sourced Operations.
- Clearly articulated programme plan of improvement - projects and initiatives to put in place to

deliver improvement.
- A customer service/experience 'scorecard' of core metrics to assess quality of service including

financial.
- Deliver and execute on the initiatives with reporting and monitoring in place to manage

resource, timeframes, investment and outcomes.

I am looking to speak with experienced Call Centre Directors who are looking for a challenging and rewarding contract position. My client is looking to interview immediately. Please contact Rob Shannon for more information