About the Role
Cagrisal Customer Services Ltd is a sample customer-support business providing contact-centre, digital communication, and service-management solutions.
We are seeking a Contact Centre Director to lead customer-service strategy, operational performance, workforce planning, and service improvement across multiple communication channels.
Why Join Us?
- Senior customer-service leadership opportunity
- Influence over operational and service strategy
- Responsibility for developing high-performing teams
- Collaborative professional environment
- Competitive senior-level compensation
Key Responsibilities
- Lead contact-centre and customer-service operations
- Develop service, workforce, and performance strategies
- Manage operational leaders and customer-support teams
- Establish service standards and performance targets
- Monitor customer satisfaction, productivity, and service quality
- Oversee workforce planning, recruitment, and team development
- Manage operational budgets, suppliers, and technology partners
- Improve telephone, email, chat, and digital-support processes
- Maintain data-protection and quality-assurance standards
- Report operational performance to senior stakeholders
What We Are Looking For Experience
- 8+ years of experience in contact-centre, customer-service, business-process, or operational management
- Proven responsibility for large teams, service targets, and operational budgets
- Experience leading multichannel customer-support operations is beneficial
Skills
- Contact-centre leadership
- Customer-service strategy
- Workforce management
- Operational performance
- Service-quality management
- Budget and supplier management
- Process improvement
- Customer-experience development
- Data analysis and reporting
- Team leadership
- Stakeholder communication
Education
- Degree or professional qualification in Business, Management, Customer Experience, Operations, or a related discipline preferred
- Equivalent senior operational experience will also be considered
Pay: £70,000.00-£88,000.00 per year
Benefits:
- Casual dress
- Company car
- Company events
- Company pension
- Private dental insurance
- Private medical insurance
Work Location: In person
