Director of Contact Centres

We have an exciting opportunity for an experienced Director of Contact Centres to join our team.

This is national based role, you will be responsible for all of our contact centres – Farnborough, Gateshead and Paignton.

This Director of Contact Centres role involves leading functional teams and working directly with and supporting the Managing Director in developing and executing effective strategies, plans, and controls that ensure optimum profitability and achievement of the immediate and longer–term business and customer experience, KPIs, and objectives whilst minimising associated risks and costs.

Responsibilities of the Director of Contact Centres

Strategic Thinking

• Stays abreast of key technological, regulatory, market, and competitor actions and their implications or threats to the business
• Conveys a thorough understanding of own area's strengths, weaknesses, market opportunities, and competitive threats
• Evaluates and pursues initiatives, resources, and opportunities based on their fit with broader strategies
• Integrates and balances broad organisational strategies with day–to–day activities

Business Acumen

• Draws accurate conclusions from financial and quantitative information
• Summarises and uses financial performance data to provide useable feedback

Global Perspective

• Conveys an understanding of how the legal, political, regulatory, and economic conditions impact own area's market position, opportunities, capabilities and competitive threats
• Demonstrates responsiveness to the needs of the business from both local and global viewpoints
• Helps others to develop a global mindset when looking at issues and problems

Innovation and Improvement

• Champions new ideas and initiatives that are developed through careful research and systematic planning
• Collaborates with others to optimise quality work processes, structures, systems, or results
• Generates creative ideas and solutions to enhance customer products, services, and solutions that are sustained over time

Customer Focus

• Fosters a customer–focused environment that supports collaboration across organisational boundaries
• Identifies and anticipates customer requirements, expectations, and needs
• Seeks feedback from customers to identify improvement opportunities
• Integrates Whistl products, services, and solutions with customer businesses to improve operational partnerships and effectiveness

Planning and Execution

• Establishes clear, realistic plans, schedules, and timelines for goal accomplishment
• Coordinates planning efforts with other work units
• Prepares realistic estimates of resource requirements (e.g. budget, headcount) needed to accomplish team or work group objectives

Influence and Inspire

• Celebrates and rewards the significant achievements of others
• Cultivates networks throughout the organisation to foster collaboration and support
• Applies knowledge of what motivates and discourages employees to retain and reward talent
• Provides honest, helpful feedback to others on their performance
• Actively supports and recommends developmental activities to others
• Promotes sharing of expertise, learning, and talent beyond one's own function
• Relates to others in an accepting and respectful manner regardless of their organisational level, personality, or background

This Director of Contact Centres position would suit candidates with previous experience in a similar role in a contact centre or call centre organisation, or experience as an Operations Manager, Director of Operations, or Contact Centre Director.

Benefits

• Company Car Allowance
• Private Health Care
• Enhanced Annual Leave entitlement, starting at 31 days
• Access to our prestige Benefits and Rewards Portal
• Long Service Rewards
• Health Cash Plan
• Life Assurance Scheme
• Career development opportunities
• Access to a well–established Employee Assistance Programme
• And other excellent benefits you'd expect from a market leader

Essential Skills

• Experience with managing multisite operations
• Experience in a contact centre organisation
• A good standard of education, minimum 'A' Level
• Formal training in IT (Excel and SQL)
• Experience with MS Office
• UK Driving License
• Flexible working patterns
• Ability to travel UK wide as required
• Able to stay away from home as and when necessary

Personal qualities

• Excellent attention to detail
• Proven people management experience and skills
• Strong communication skills, confident in dealing with colleagues and customers at all levels
• Sound organisational skills
• Ability to drive large teams to performance at the highest level
• Ability to think outside of the box and generate new and innovative solutions to customer requirements and operations

About Company

Whistl are a delivery management company providing efficient, high–quality, and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally.

Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.

Due to the nature of our business, this role may be subject to a basic DBS check.