Head of Contact Centre

Purpose of Role:

To deliver a high performing, compliant, and service assured customer contact operation, to generate strategic competitive advantage through the design and delivery of excellent customer service experiences. To maximise sales opportunities through effective cross-selling and upselling, outbound calling, and account management. To set the Contact Centre strategic roadmap

Key Performance Indicators:

  • Front office and back-office service delivery KPI’s
  • Customer resolution KPI’s
  • Productivity and efficiency
  • Account Management goals
  • Cross Sell and Upsell

Experience Required:

  • Deep knowledge of contact centre operations, front and back-office systems- Essential
  • Strong demonstrable experience of Account Management and Sales Strategies- Essential
  • Contact centre tools and processes (CRM, telephony, MI, Knowledge tools)
  • Change and transformation.
  • Excellent knowledge of Microsoft computer packages

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