THE OPPORTUNITY: My client is currently looking to recruit for a Head of Contact Centre based in Leicestershire; this is a senior role in a rapidly expanding organisation.The Head of Contact Centre will manage the delivery of the support services we provide to customers across a range of contact channels including voice, e-mail and web-chat.The successful candidate will be adept in managing all aspects of a Contact Centre operation and will be responsible for, but not limited to.THE ROLE & YOUR RESPONSIBILITIES: Leading and managing the delivery of all operations across the Client Support first and second line teamsDriving performance and efficiency in a fast paced and dynamic environmentCreating and implementing relevant performance strategies to drive desired outputsEnsuring delivery of a consistent and seamless customer experienceManaging multiple team leader level direct reportsDriving initiatives to continually improve service qualityEnsuring delivery of all qualitative and quantitative contact and service SLAs and KPIsUtilising systems (including contact management and telephony) to improve performance and enhance the customer experienceMaintaining strong and silo free relationships with other departmentsOverseeing regular resource planning and participating in recruitment activityEstablishing and implementing training programmes to up-skill our staff and increase the focus on the customerActively promoting our core values, ethic...