Head of Contact Centre Performance

Head of Contact Centre Performance

Salary: Competitive

Contract: Permanent, Full-Time

Location: Nationwide 

Domestic & General is currently recruiting for a Head of Contact Centre Performance.

In this pivotal role for D&G Group Operations, you will drive performance by supporting Operations Managers to understand changes in operational metrics within their areas and support the planning team to ensure call flows are optimised, identifying opportunities to improve efficiency.

Key Responsibilities:

• Working with planning team to optimize call flows, ensuring good performance and identifying opportunities and risks

• Liaising between operations and Finance to create budgets/reforecast with relevant metrics

• Allocating remuneration targets to ensure they support performance, work with remuneration team on agent remuneration reporting and budgeting

• Assessing performance of operations on metrics (AHT, absence, sales) and report to various operations stakeholders

• Support with analysis on specific issues such as handling, AHT increases

• Working with Operations Managers to ensure they have a good understanding of performance and how to improve

• Working with MI/data to coordinate contact centre related performance related requirements

• Working with commercial finance for budget reforecast, budget related changes

About You:

• You will have a minimum of 8 years’ experience in contact centre operations and have strong knowledge of call routing, telephony platform and the tools used in contact centre within a regulated environment

• You will hold previous experience in an analytical role with a good understanding of relevant metrics for a contact centre

• A good understanding on how to use and present data

• A good understanding of levers to improve performance Management role, leading teams of Team Leaders or an equivalent level.

• Proven experience surrounding sales performance & contact centre KPI’s.

• Experienced working in a FCA regulated environment and understanding of the requirements and expectations surrounding an exceptional customer journey within financial services.

In addition, you will also have:

• Strong leadership skills and management experience

• Ability to liaise with various stakeholders and present trade-offs on decisions

• You will have the ability to identify and surface specific issues that are affecting operations

• You will be able to communicate effectively with both operational and financial stakeholders and support decision making for Senior stakeholders

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus

• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave

• Training opportunities as well as clearly defined career progression

• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.  Cover also includes unlimited access to a 24/7 virtual GP service

• Attractive company pension scheme

• Life assurance – employer funded cover of 4x basic salary

• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:

• Salary Finance – access to savings and borrowing through payroll

• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles

• Travel Loans – interest free loans to help spread the cost of annual travel tickets

• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000

• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes

• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.

• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues

• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends

• Employee discounts –together with a range of discounts for 100s of online and high street retailers

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Please note that we have a thorough referencing process, which includes criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.