CLIENT SERVICES

Customer Operations & WFM/MI

Whether it’s running a contact centre or planning & forecasting, effective Customer Operations are fundamental to every business.

Today, with more distribution channels than ever before, organisations face ongoing challenges when it comes to delivering an outstanding and personalised service to customers.

CTS’s dedicated team of consultants are experienced in recruiting senior level contact centre management and analytical roles, as well as operational leadership positions across sales, service and support functions.

Using a consultative and service-led approach, we partner with our clients to understand their challenges extensively, before offering a tailored and bespoke solution depending on their needs.

Customer Operations roles we typically recruit for include:
  • VP of Customer Care: The senior executive responsible for overseeing all aspects of the organisation’s contact centre operations, including customer interactions, performance, and strategy.
  • Contact Centre Manager – Sales & Service: A senior managerial role focused on driving both sales and service excellence within an organisation, overseeing teams responsible for customer interactions and revenue generation.
  • Director of Vendor Management: A role involving managing and coordinating relationships with external vendors or outsourcing partners to ensure smooth collaboration and delivery of services.
  • Head of Telesales: The leader responsible for managing and strategising telesales efforts, including overseeing outbound sales teams that engage with customers primarily over the phone.
  • Head of Collections/ Collections Strategy: The senior leader in charge of designing and executing strategies for effective debt collection and recovery, ensuring compliance and maximising recovery rates.
  • Resource Planning Director – Contact Centre: The senior leader responsible for overseeing the strategic allocation of staffing resources within a contact centre environment to optimise operational efficiency and achieve business objectives.
  • Head of MI (Management Information): The role responsible for overseeing the collection, analysis, and reporting of management information to support decision-making and performance improvement.
  • Senior Contact Centre Planning & Forecasting Analysts: Experienced analysts specialising in predicting future demand, resource requirements, and operational trends within a contact centre to support effective planning and decision-making.
  • Dialler Manager: The person responsible for managing and optimising dialler systems used in call centres to ensure efficient outbound communication and maximise agent productivity.
  • Head of Learning & Development: The leader responsible for designing and implementing training and development programs for employees to enhance their skills and knowledge, aligning with organisational goals.
  • WFM/MI Software, e.g. Verint 360, IEX TotalView, Blue Pumpkin, Aspect eWFM, Teleopti, SQL, SAS, Business Objects, VBA, Sharepoint

Representing a Global Network of
Customer Management Executives

Contact

Customer Talent Search Global,
3 & 4 Pegasus House,
Pegasus Court,
Olympus Avenue,
Warwick,
CV34