
Head of Customer Experience and Operations
2 days ago
The head of customer experience and operations will be responsible for managing the call centre's daily operations and ensuring that calls are answered within predetermined timeframes.
Key Areas of Responsibility:- Develop and implement plans for the growth and improvement of the call centre;
- Establish and meet performance targets for speed, efficiency, sales, and quality;
- Manage the day-to-day activities of the call centre;
- Lead the recruitment and development of staff to meet business needs;
- Identify training requirements and coordinate staff development opportunities;
- Collaborate with supervisors, operatives, and external partners to ensure seamless communication;
- Monitor and evaluate call quality and minimize errors through regular monitoring;
- Maintain accurate records and prepare reports on key performance indicators;
- Track statistics, user rates, and performance levels to inform decision-making;
- Develop strong relationships with customers by resolving complaints and enquiries professionally;
- Coordinate staffing arrangements, including scheduling and resource allocation;
- Encourage and retain staff to maintain a high-performing team;
- Optimize core responsibilities and tasks to maximize performance.
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