A large, well-established organisation is looking for a versatile, agile leader for a temporary contract to oversee a key customer service delivery branch. This role focuses on streamlining communication, managing daily operations, and ensuring that high-volume customer interactions are handled with consistency, empathy, and professionalism.
The successful candidate will step in to lead a diverse team, focusing on maintaining high-quality outcomes, hitting performance targets, and supporting the ongoing modernisation of internal systems during this contract period.
Key Responsibilities
Team Leadership & Culture: Oversee a mid-sized call centre team, managing immediate recruitment needs, onboarding, and providing real-time coaching and professional development.
Queue & Channel Management: Ensure effective omni-channel management (phone, email, chat) to meet organisational service level agreements (SLAs).
Performance Tracking: Monitor key call centre metrics (AHT, FCR, abandonment rates) and implement agile improvement plans to enhance overall efficiency.
Stakeholder Engagement: Work with various internal departments and external stakeholders to maintain alignment, escalate technical issues, and resolve complex customer complaints.
Workforce Management (WFM): Use data, historical trends, and forecasting to manage rosters, handle real-time workload spikes, and maintain strict service standards.
Candidate Requirements
Proven Experience: Demonstrated background leading, motivating, and managing performance within a fast-paced call centre or contact centre environment.
Communication Skills: Exceptional verbal and written skills, with a knack for clear information sharing and de-escalating tense customer situations.
Data-Driven Decision Making: Ability to interpret call centre analytics, KPIs, and customer feedback to drive continuous improvement initiatives.
Adaptability: A high level of resilience and the ability to hit the ground running, managing simultaneous workstreams in a dynamic, temporary capacity.
Values-Driven: A strong focus on equity, inclusion, and a collaborative approach to achieving team results.
Benefits
Immediate Start: Great opportunity to make an instant impact and drive operational excellence.
Modernisation Project: Opportunity to influence and support service and technology modernisation.
Great Culture: A collaborative, supportive, and inclusive learning environment.
Purpose-Driven Work: A rewarding role within an organisation dedicated to the wellbeing of its community.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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