1 of 1 Permanent Budgeting and Resource Allocation Jobs in Tyne and Wear

Head of Contact Centre Salary: Circa £50,000 - £65,000 + Bonus + Exceptional Benefits Location: Sunderland My client is a technology software and services provider delivering an outsourced professional services solution to the global business community. Owing to sustained growth, and as part of their exciting plans, this is a newly created senior position responsible for leading their …/7, 365-day operation in Sunderland and will drive the transformation of their contact centre operations. The Role Lead and develop a team currently comprising of circa 45 heads and growing, including Operations, Management, Quality & Training and Call Handers Implementing suitable processes knowing what 'excellent’ looks like i.e. SLAs, KPIs such as call time, dropped calls etc., coverage plans … etc. Oversee the delivery of an often detailed, complex and sensitive service, monitoring and analysing key performance indicators, implementing data-driven improvements to service quality and efficiency Manage budgets, resource allocation, and workforce planning to meet current and future business needs Develop and implement strategic initiatives to improve operational efficiency, customer satisfaction, and employee engagement Maintain ultimate responsibility More ❯