Global Contact Centre Director

Global Contact Centre DirectorMulti-site contact centre operation (UK and International)Leeds based (fully on site)Strictly 75,000 - 95,000 depending on experience Due to business requirements - candidates will need to be based within a 1 hour commute of Leeds. Client DetailsOur client is an industry leader within their field and have truly global footprint, with sites and customers in multiple countries. They are now looking for a new Global Contact Centre Director to lead their customer operationDescriptionOperational Leadership - Lead a multi site contact centre operation spanning multiple countries and time zones, to deliver world class customer service during every interaction, delivering against pre agreed KPI''s and SLA''sStrategic Implementation - Create, implement and drive the CX strategy across the group, in line with organisation objectives, driving efficiency, commercial performance and customer satisfactionContinuous Improvement - Conduct full operational reviews of process and procedures surrounding the contact centre and customer journey, identifying areas for change and improvement that will reduce time and cost to service, increase efficiency and commercial output, and improve customer journeys.Client Management - Direct management of client contracts in line with varying service level agreements depending on client needs, undertaking regular account performance reviews focused on service deliveryOperational Standardisation - Drive programme to align all ..... full job details .....