Global Contact Centre Director

Global Contact Centre Director Multi-site contact centre operation (UK & International) Leeds based (fully on site) Strictly £75,000 - £95,000 depending on experience Due to business requirements - candidates will need to be based within a 1 hour commute of Leeds. Client Details Our client is an industry leader within their field and have truly global footprint, with sites and customers in multiple countries. They are now looking for a new Global Contact Centre Director to lead their customer operation Description Operational Leadership - Lead a multi site contact centre operation spanning multiple countries and time zones, to deliver world class customer service during every interaction, delivering against pre agreed KPI's and SLA's Strategic Implementation - Create, implement and drive the CX strategy across the group, in line with organisation objectives, driving efficiency, commercial performance and customer satisfaction Continuous Improvement - Conduct full operational reviews of process and procedures surrounding the contact centre and customer journey, identifying areas for change and improvement that will reduce time & cost to service, increase efficiency and commercial output, and improve customer journeys. Client Management - Direct management of client contracts in line with varying service level agreements depending on client needs, undertaking regular account performance reviews focused on service delivery Operational Standardisation - Drive programme to align all contact centre functions to deliver consistent service and process with a view to having one standardised way of working, driving operational excellence across the entire operation Stakeholder Engagement - Work closely with c-suite stakeholders both internal and externally to deliver on pre agreed objectives, confidently creating and delivering reports based on operational activity. Digital Adoption - Drive tech adoption the the automation of manual processes to improve accuracy and efficency, implementing new systems and technologies to improve overall business performance Data Analytics - Use and interpret multiple data streams to indentify areas to make data driven changes that align with business objectives People Leadership - Provide strong and empowering leadership to direct reports, giving them the knowledge and tools to make positve decision around operational performance, developing skill sets and creating a culture of internal growth Profile Experience in a similar level role Leadership of a multi site, ideally international contact centres Experience of delivering continuous improvement activities Management of multiple contracts and varying SLA's Extensive stakeholder engagement Ability to work in a fast paced environment Strong background in tech and digital adoption Job Offer This is a very exciting and rare role to join a leading international business as the Global Contact Centre Director The role offers a salary of between £75,000 & £95,000 depending on experience This role will be based on site in Leeds 4/5 days per week, with an element of international travel associated with the role Please note -candidates will need to be based within a 1 hour commute of Leeds due to business needs