Account Director

Account Director
Salary: £48,000 – £54,000 + healthy commission for ‘on target’ inked to Service Level delivery
Location: Principally based in Peterborough – with occasional travel to other UK sites, including London and Ringwood.
Hours: 40 paid hours per week, Monday to Friday typically between the hours of 08.30 am and 5.00 pm.

The role
Our client is looking for an experienced Contact Centre Account Director capable of managing an important outsourced contract. Our client is now looking for a senior manager to help them to better deliver against all of their client’s requirements. We are looking for candidates who are driven by delivering exceptional customer service AND sales and have a passion for quality and meeting our client’s expectations – there is a broad range of Service Levels and Key Performance Indicators that need to be delivered. Your enthusiasm must inspire your colleagues and customers, and be evident in your work.

Position
The Account Director will report directly into the UK Managing Director. You will take line management responsibility for the Contact Centre Manager (CCM), who oversees the operational performance of the business.

Profile
– Act as the key point of contact
– Responsible for supporting the Contact Centre Manager (CCM) in achieving campaign KPI’s and targets
– Responsible for account budgets and profitability
– Responsible to motivate and drive their teams to maximum efficiency
– Be appointed to bring out the best in the individuals within the team and maximise their potential
– Ensure the members of the team are fully compliant in carrying out their duties
– Will lead by example ensuring good standards of performance, attendance and conduct within the office are maintained
– Develop high level relationships to serve as a trusted partner for our client
– Organise the necessary resources to the client needs
– Contribute pro-actively to the overall development of the campaign through ideas and creativity
– Cross-functional collaboration with other teams
– Participate in client events, meetings and shows as requested/as relevant

Experience and competency
– University degree preferred
– Proven experience in outsourced call centre management or customer service
– Proven experience in maintaining and building client relationships
– Excellent communication skills, ability to multi task and work independently
– Proven track record in project management
– Proven track record in delivering intelligent analysis and insight
– A proven track record in understanding performance management and achieving targets within a call centre environment
– Excellent understanding of contact centre practices, KPIs etc.
– Good understanding of contact centre regulatory and compliance requirements e.G. PCI/DSS, DPA, TCF, ISO9001, DMA Code of Practice etc
– Good understanding of how to really use and analyse data – contact centres are great at producing reports, you need to know how to read them and what to do as a result of them!
– Good level of computer literacy (MS Word, MS PowerPoint, MS Excel, Call centre software)