The Head of Operations – Contact Center. TSOC or BSOC.

Job Overview

The Head of Operations – TSOC or BSOC a key leadership role, will be accountable to lead and implement strategic initiatives that enhance service performance, customer satisfaction, and operational efficiency across 24/7, fast paced contact centre operations. This role leverages data analytics, AI integration, and leadership development to drive continuous improvement, foster innovation, and ensure exceptional customer experiences aligned to industry performance standards

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Lead, manage and develop a high-performing team, ensuring accountability for performance and professional growth. inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence, innovation and continuous improvement. Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenuity. Managing large, diverse teams, optimising performance through data-driven insights, maintaining compliance with industry standards. Embracing workforce planning, crisis management, and stakeholder engagement, to navigate complex challenges while aligning operations with business goals. The leader is pivotal in sustaining high-quality service in fast-paced, always-on environment

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Main Dut

• iesLeveraging dashboards and analytics platforms to monitor service performance, financial records and customer satisfacti
• on.Enabling managers to interpret data effectively and use it to drive targeted improvements across accounts to identity best practi
• cesOversee the integration of AI and automation to streamline operations and reduce manual effort across contact centre workfl
• owsEstablish systematic plans and priorities to ensure the achievement of strategic objectiv
• es.Collaborate cross-functionally to develop solutions that benefit all stakeholders and enhance operational outcom
• es.Demonstrate a strong drive for results, setting challenging goals and maintaining a focus on continuous business improveme
• nt.Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenui
• ty.Build and maintain strong relationships with internal and external stakeholders at all leve
• ls.Champion a customer-first mindset, ensuring a consistently outstanding customer experien
• ce.Communicate with clarity and passion, embracing change and building momentum across tea
• ms.Deputise for Strategic Customer Director, providing leadership continuity and strategic leadersh
• ip.Utilise data to inform resource planning, workflow optimisation and continuous improvem
• entCreates, strengthens, and manages great relationships of all types and at all levels with both colleagues and customers, displaying a passion for providing an outstanding customer experie
• nceGives clarity and shares passion, embraces change, and builds momentum. Inspires others by acting with integrity and leading by example. Achieves results through the success of oth
• ersEncourages and embraces innovative ideas to achieve better results, creates a culture of creativity and ingenu
• ityManage and develop a high-performing team, ensuring accountability for performance and professional grow
• th.Drive leadership development and succession planning through structured change journeys and capability assessmen
• ts.Inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence and innovati

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What we are looking

• forSignificant experience within a Customer Service environment, leveraging analytics to monitor the whole service performance and drive operational efficie
• ncy.Significant management and leadership experience at senior level in a large, complex, and demanding stakeholder environm
• ent.Demonstrable evidence of developing and sustaining a customer focussed culture, and in initiating, developing and maintaining long-term collaborative partnerships with internal and external clie
• nts.Proven track record of successful financial and commercial manage
• mentConsiderable experience in leading and motivating high performance t
• eamsstrategic and resilient professi