JOB SUMMARY:The HOD is responsible for ensuring that the business unit has the optimal resources, infrastructure and systems to support the operations. They are also responsible for driving improvements relating to people, process, policy and systems within the organization. Effectively manage all work streams from every aspect, including staff management, client relations and client management, and facilities/logistics management.
KEY RESPONSIBILITIES:
Manage the day to day performance of the business unit to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Set the strategy for the development of the business unit, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
Lead, inspire and co-ordinate the business unit management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the recruitment, training, induction and coaching strategy across the business units
Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of business unit colleagues.
Reviewing and defining clearly all business unit roles, any required shift and candidate profiles required across the business unit operation
Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
Applying best practices, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Deliver cost efficiencies and increased in Customer Satisfaction Scores.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
QUALIFICATIONS AND EXPERIENCE:
5 years managing large teams (over 100) in a call centre environment
Project Management Experience
Proven experience of leading a service driven business unit operation with experience of managing an operation through periods of significant growth or change.
Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.
First Degree in Business Management/Operations Management/Business Analytics or related field
Strong Knowledge of Business Systems and their applications
Strong Knowledge of Call Center Operations and Technology
KEY COMPETENCIES:
Strong communication, interpersonal and analytical skills
Ability to multi-task and deliver against competing priorities
Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
Report / business Writing Skills
