Director of Contact Centres UK & India

Company Information: Global, Dynamic and rapidly changing organisation, considered a true market leader in their field is seeking an exceptional Contact Centre Director to manage both voice and processing operations, on and offshore (India), indirectly managing circa 1200 FTE
Job Summary: The position will require huge flexibility as you will be UK based but will be required to travel to India on a regular basis (based in India for two consecutive weeks in every ten.). You can be based anywhere in the UK but the contact centres in the UK are mostly Northern based.

Your main responsibilities will involve:
* Ultimately accountable for the performance of the operations on and off shore, primarily focusing on leading: people, process, systems, service, customer solutions and efficiency improvements
* Accountable for ensuring the delivery of world class customer service through a number of outsourcing partners. Through the utilisation of customer insight data, define and deliver strategies to maximise customer service.
* Define and deliver strategies to increase customer satisfaction and single contact resolution through effective process management.
* Managing the relationships with key stakeholders across the business to influence and deliver desired results to enhance the Customer Experience.
* Clear vision to lead, motivate, appraise and develop direct reports ensuring they are equipped to meet objectives through coaching, training and management development plans.

Required Skills and Experience:
* Significant contact centre leadership experience gained in a results driven, customer centric role at Senior Leadership / Executive / Board level in a complex, multi-site organisation.
* Offshore experience, preferably India, is essential
* Ability to base yourself offshore in India for two consecutive weeks in every ten and flexible on UK work locations (mostly in the North of the UK)
* Experience of leading, directing and managing a senior team to develop and grow ability to ensure resources are available to deploy to meet operational requirements, with a focus on performance.
* A transformational leader with a history of working with large multi-functional teams across multiple sites over a significant period.
* Previous experience in developing and managing third party supplier and Outsourcing relationships either for an outsourcer or client side.

To apply for this role, please click Apply and complete the online application form.

About Cactus Search: Part of Network Group Holdings PLC, a diversified group of 25 individual recruitment companies with a combined annual turnover in excess of £60million Cactus Search are the UK leaders in Call and Contact Centre Management Recruitment and Selection. Formed in 2003, Cactus Search’s ability to source at the highest level has been proven in their work with some of the UK’s largest businesses both in the UK and internationally.
They recruit a diverse range of management level positions, from Heads of Contact Centres, Operations Managers, and Team Leaders, as well as a variety of Forecasting, Resource Planning and Dialler roles. Overall, Cactus Search are truly unique, providing a personal approach to sourcing the best candidates for their clients and the best opportunities for their candidates – in short, there is nothing prickly about their approach to Contact Centre Management selection.