Contact Centre Operations Lead Job Description
The role of Contact Centre Operations Lead involves overseeing the performance of outsourced support teams and working closely with senior stakeholders to ensure service levels are met.
Responsibilities include monitoring the performance of outsourced support teams, leading weekly business reviews with customer success leaders, working closely with BPO vendors, investigating performance dips using data, analysing customer experience data, forecasting and managing support budgets.
This position requires a strong analytical skillset, confidence working with data and budgets, clear communication skills, organisational skills, commercial acumen and a passion for improving customer experience.
1. Requirements:
* Experience working with BPO partners
* Strong analytical skills and confidence working with data and budgets
* A clear communicator who can influence senior stakeholders
* Organised, proactive, and naturally solutions-focused
* Commercially minded with a passion for improving the customer experience
* Preferred Skills:
o 5+ years in a contact centre operations, performance or analytics role
o Detailed experience in customer success operations
o Confidence in storytelling through data and strong written/verbal communication skills
o A deep understanding of contact centre drivers and operations
o Experience with reactive support driving revenue outcomes is a bonus