BT Head of Contact Centre Operations (SWest & Wales) in GBR, United Kingdom

Head of Contact Centre Operations -

S West & Wales

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

In this role you will continue to drive and deliver Best for Service Strategy and Consumer Strategy through;

  • Doing one more thing for our customers through our values to optimise customer service and experience, performance and revenue generation

  • Creating and leading appropriate skilled resource profile to meet customer demand with the right tools to ensure we deliver Market Leading Customer service.

  • Creating and leading the employee experience, working environment, diverse range of employee requirements and ensuring that we create a great place to work

  • Focusing on continuously improving Operational and business performance to optimise the customer and employee experience.

What you'll be doing

As a Head of Contact Centre Operations you will:

  • Take primary leadership for a specialism across the whole of Customer Care in the relevant Brand, recognised as the Service leader in this field

  • Deliver and contribute to Service Strategy

  • Lead a large Service team on large sites or across multiple contact centres (up to 1200 FTE).

  • Lead across multi product, multi skill, multi-channel, embedding change into the operation

  • Optimise performance across key operational KPIs, financials and people

  • Will be the lead expert across entire Service provision in Brand on key skills or Service i.e. Connections, Mobile technical repair, TV & Sport

  • Meet all KPI’s and budget management of site

  • Accountable for all OPEX.

  • Lead up to 15 DR’s in operational and site delivery with broad responsibility of up to 1200 FTE

We'll also need to see these on your CV

  • Experience in operational contact centre management at a senior level (Mandatory

  • Managing large service teams (Mandatory)

  • Accountability for OPEX (Mandatory)

  • Previous Telco experience (Preferred)

  • Expertise in operational contact centre management at a senior level

  • Strong knowledge of customer and employee journeys and products and systems

  • Strong commercial focus to deliver to plan and optimise revenue generation and value through "one more thing"

  • Ability to lead & inspire operational areas and partner stakeholders

  • Lead all external relationships within their site and or region/community including MP’s, Councils, Unions, employment forums, transport and industry

  • Managing all key internal stakeholders required to run the site

Why choose us?

collectively we generate more revenue than any other part of BT. This gives us more potential and scale than ever before and it’s a phenomenal foundation to build from. All three brands are really important to our future strategy. BT, EE & Plusnet are unique and more valuable to us staying separate to make the most powerful imprint on the market. We’ve got something special and we want everyone to feel proud about working here and excited about where we’re going and what we’re going to do.

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Job: Customer service

Title: Head of Contact Centre Operations (SWest & Wales)

Location: GBR %26 Ireland-GBR

Requisition ID: 102270